Customer Experience Executive - Thika at Brites Management

Duties and Responsibilities

• 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
• Customer Journey Comfort
• Ensure all the customers are served as per the company standards
• Provide information to customers on the Company’s products and services.
• Customer Contact & Communication
• Ensuring that all phone call and email enquiries are responded to in a timely manner
• Maintain constant contact with customers to ensure customer satisfaction and retention;
• Monitoring Customer Complaint Resolution
• Proactively ensure that all customers’ complaints and enquiries are recorded and responded to promptly and satisfactorily.
• Following up on agreed ways of reducing complaints
• Customer/Business Survey
• Proactively conduct voice of the customer surveys to gather customer feedback
• Listening in passively for Voice of the customer
• General Company Co-ordination
• Attend other Departmental meetings and share pain points for resolution
• Offer comfort for Internal Customer Service
• Business Support
• Follow up leads received at CX and those mined in daily customer interaction
• Social media support – monitor and respond to social media feedback
• CX Reporting
• Generate and maintain customer service reports using the company system 
• Prepare and submit timely reports and information for decision-making
• Company/Customer Events
• Assist in coordinating customer service events including customer day.
• Support Marketing in organizing any activities that lead to brand enhancement
• Personal Growth
• Continuous professional development to keep up with current industry trends in the industry.
• Any other duties as may be assigned

Key Requirements Skills, experience and qualification

• Bachelor’s degree in a business-related field from a recognized institution with 1-year experience
• Diploma in a business-related field and 4 years’ experience as a Customer Experience Executive
• Relevant experience in a customer facing role
• Knowledge of the Company’s products and services.
• Effective customer service relations to clients.
• Timely and accurate provision of information to clients.
• Timely escalation of concerns raised by customers.
• Effective follow-up and communication to clients on concerns raised.
• Accurate and updated Customer Relations Management database.
• Timely and accurate reports