Customer Experience and Success Support

Role Title: Customer Experience Associate

Role Summary: Build and deliver amazing customer experiences to proactively increase customer satisfaction and loyalty, ensuring interactions meet customer needs and managing the customer life cycle across platforms.

Work Structure: Hybrid

Personality for success

- Personal drive

- Excellent interpersonal and communication skills, including effective writing skills

- Business awareness and excellent organizational and time management skills

- Competent technical knowledge, enthusiastic and empathic personality

- Proactive and ability to honor deadlines.

Experience and Qualifications

- Higher Diploma or BSc. Bachelor’s degree in Social sciences like Communications, Psychology, or any other related field.

- Two (2) years of experience in Customer service roles with hands-on usage of CRM tools.

Role Overview

1. Unify cross-company customer interaction (inbound, outbound and feedback) into a system that provides usable data.

2. Work closely with Business Development and Marketing & Comms teams to create programs that drive brand loyalty.

3. Provide reports and data on Net Promoter Score, customer satisfaction rate, performance ratios, complaints handling performance

Tools

Miro

Freshworks

Google Workspace

Informations

Requirements

Skills:

MARKETING Web Development BUSINESS DEVELOPMENT CUSTOMER SERVICE MANAGEMENT TIME MANAGEMENT

WRITING COMMUNICATION Customer Satisfaction CUSTOMER-SUPPORT Customer Relationship Management (CRM) Customer Service Management Customer-focused Service