Customer Experience Executive at Springboard Capital Limited

JOB SUMMARY

Springboard Capital Ltd is seeking to hire a Customer Experience Executive Reporting to the Customer Experience Coordinator. The job holder will handle all aspects of customer service including customer communication, enquiry handling, customer relations, complaints handling and ensure high quality services to customers in accordance with the best practices of the industry. This position will be based at our CPA Branch.

RESPONSIBILITIES

• Customer Journey Comfort- Ensure all the customers are served as per the company standards 
• Customer Contact & Communication- Ensuring that all phone call and email enquiries are responded to in a timely manner
• Monitoring Customer Complaint Resolution- Proactively ensure that all customers’ complaints and enquiries are recorded and responded to promptly and satisfactorily. 
• Customer/Business Survey- Proactively conduct voice of the customer surveys to gather customer feedback
• General Company Co-ordination- Attend other Departmental meetings and share pain points for resolution
• Business Support- Follow up leads received at CX and those mined in daily customer interaction
• CX Reporting- Generate and maintain customer service reports using the company system  
• Company/Customer Events- Assist in coordinating customer service events including customer day.
• Personal Growth-Continuous professional development to keep up with current industry trends in the industry.
• Any other duties- as may be assigned.

DESIRED SKILLS AND QUALIFICATIONS

• Bachelors degree in a business related field from a recognized institution
• Certified trainings in customer service
• At least 2 years demonstrable customer service experience