Customer Experience Specialist

Overview

Customer Satisfaction Executive/Lead

• plays a vital role in enhancing our customer service experience using various feedback mechanism to obtain valuable insights from customers that can be used to improve business processes and overall customer journey in line with strategic goals and objectives.
• It will also require overseeing and preparing in-depth analyses and reports on customer service feedback, providing regular updates to the customer service team on CSAT scores, offering insights, conducting 121s and coaching and motivating the team to improve service quality levels.
• Additionally, this role involves managing one of the customer service teams, (either front desk or merged call centre/digital team) as well as managing own concession area and overseeing MIMO processes, enquiries, and investigating stage 2 escalations within designated concession area.
• Main tasks and responsibilities
• Provides measurable processes and standards to collect customer feedback and data to assist SCSOL in developing and implementing customer experience strategies and initiatives in line with operational plans and the organization’s business strategy.
• Providing regular feedback and 121s to team members using live case studies encouraging consistent and positive customer interactions across all touchpoints ensuring focus on attaining high level of customer satisfaction and innovative ways to meet customer requirements.
• Assist SCSOL with an annual strategy review for attaining high customer satisfaction and improving organisation’s relationship with our customers.
• Lead initiatives from customer service standpoint to improve the customer journey in the company.
• Provide guidance and mentorship to direct reports as per the company’s policies and SOPs.
• Evaluate and analyse performance of direct reports to determine key indicators and conduct regular 121s helping to contribute to their development and improvement, ultimately improving performance of own team.
• Develop and maintain relationships with customers with a focus on ensuring their satisfaction with service levels and increasing commercial gains for the company.
• Leads initiatives to increase customer outreach and report on customer satisfaction against key metrics and provides recommendations for improvements in the services provided
• Develop a strong network of contacts across different departments within the company to resolve customer problems and holds regular business reviews with SCSOL.
• Perform account management activities, such as monitoring business levels, problem resolution to promote customer satisfaction and coordinate efficiently operational cooperation between managers.
• Regularly interact with Commercial, Technical and Operations teams to identify customer pain points and to propose solutions towards an excellent customer service in line with the company strategic objectives and target levels.
• Act as the link between operations teams and customers, and facilitate timely and successful resolution of all customer issues/ queries through the customer service teams.
• Ensure policies related to client management and services are implemented and determine whether systems and processes comply and take immediate necessary measures to rectify.

Education requirements

Experience, Knowledge and Skills

Experience

• in
• Experience in the lead role is a plus
• customer relationship management
• Ability to conduct data collection and analysis and create relevant reports
• Ability to identify and mitigate risks
• Ability to communicate at various corporate levels
• Ability to work across different functions
• Ability to work with diverse cultural backgrounds