Customer Relationship Executive at Q-Sourcing Servtec Group

As a Customer Relationship Executive at you’ll be the driving force behind ensuring that both our corporate and Ad-hoc customers have an exceptional experience from start to finish. Your role will be to manage customer relationships, enhance customer satisfaction, and build a loyal customer base for our online cab/taxi hailing service.

KEY DUTIES:

• Develop and maintain strong relationships with customers to ensure their needs are met and expectations exceeded.
• Develop, manage and coordinate a team of Customer service agents in the department.
• Training users on system and application usage.
• Serve as the primary point of contact for customer inquiries, concerns, and feedback.
• Proactively address and resolve customer issues to ensure a positive experience.
• Monitor customer satisfaction levels and implement strategies to improve customer retention.
• Analyze customer feedback and trends to identify areas for improvement.
• Collaborate with various departments (such as marketing, operations, and product development) to enhance the customer experience.
• Develop and implement customer loyalty programs and initiatives.
• Provide regular reports and insights on customer satisfaction and engagement metrics.
• Stay up-to-date with industry trends and best practices to continuously enhance our customer service.

 KNOWLEDGE AND EXPERIENCE:

• Bachelor’s degree in Business Administration, Marketing, or a related field.
• 5+ years of experience in customer relationship management, preferably within the transportation or online services industry.
• Strong interpersonal and communication skills.
• Exceptional problem-solving abilities and a customer-centric mindset.
• Proficiency in CRM software and other customer management tools.
• Ability to work collaboratively in a fast-paced environment and flexible working hours.
• Excellent organizational and time management skills.
• Analytical mindset with the ability to interpret data and make informed decisions