Client Experience Executive at Crystal Recruit

Responsibilities:

• Provide professional advice to clients about the company's services, ensuring that clients are fully informed about the company's value propositions.
• Actively listen to each client, take note of their specific needs, preferences, concerns, and use this information to provide personalized recommendations and ensure their individual needs are met.
• Keep track of repeat clients, actively listen to any issues or concerns they may have had during their previous move, and address them promptly to maintain positive relationships with clients.
• Promptly respond to enquiries from all channels including emails, phones and all social media outlets.
• Follow up on Move Consultants to ensure that quotations have been sent on time and that all clients are satisfied with the service.
• Ensure that all RFQs are delivered on time.
• Record all complaints received/report, inform the Operations Manager about them and document their resolutions�
• Onboard new corporate clients and schedule presentation meetings to showcase our moving services.
• Attend to walk-in clients promptly, respond to their needs and advise them of the company services accordingly
• Monitor all company social media platforms to ensure that clients are updated of all company services and liaise with the company's digital commui8nication's team based on observations in the platforms
• Suggest amendments/changes to the Inquiries SOP and make the necessary updates in liaison with the management
• Recommend changes and improvements to the Mobility System and report problems when they occur.
• Conduct research on best international practices pertaining to client service and the moving industry and make suggestions for improvement.
• Assess and recommend various ways to appreciate clients from time to time in order to improve client experience
• Maintain and manage corporate clients
• Prepare and submit weekly and monthly role-based reports
• Perform any other duties as may be assigned to you by management

Requirements

• A degree or diploma in a business-related field from a recognized institution
• A minimum of two (2) years' working experience in customer service field
• Excellent customer service skills
• Ability to proactively anticipate client needs and advise them accordingly
• Confidentiality and ability to maintain client information private
• Excellent communication skills; written and verbal
• Understanding of social media management and platforms
• Ability to work under minimum supervision and/or self-supervise
• Good in multi-tasking
• Strict time keeper and an early riser.