Customer Service Executive at Corporate Staffing

Main Responsibilities and Accountabilities

• Define and track Key Performance Indicators (KPIs) related to customer satisfaction, loyalty, and retention.
• Monitor and report on progress toward customer service goals to senior management.
• Identify bottlenecks and inefficiencies that impact the customer experience and work to streamline processes.
• Implement best practices for handling customer inquiries, complaints, and support requests.
• Stay informed about emerging customer experience trends, technologies, and explore opportunities to leverage them.
• Utilize technology solutions such as CRM systems and analytics tools to enhance customer engagement.
• Handle escalated customer issues, providing effective solutions that align with company policies and customer expectations.
• Empower team members to handle complex situations with professionalism and empathy.
• Develop and execute a customer experience strategy that aligns with our business goals, values, and brand identity.
• Identify and prioritize key customer touchpoints to ensure consistent and positive interactions.
• Gather and analyze customer feedback, surveys, and market trends to gain insights into customer preferences and pain points.
• Translate customer insights into actionable strategies to enhance the overall experience.

Qualifications and Requirements

• Diploma in Business Management, Business Administration, Public Relations, Marketing or a related discipline.
• At least 2 years demonstrable customer service experience preferably in a manufacturing setup/ industry.
• Certificate/ professional qualification for Customer Relationship Management.
• In-depth experience in customer service management within a business-oriented context.
• Proficiency in customer feedback analysis and performance measurement.
• Familiarity with customer relationship management (CRM) software and relevant tools.
• Innovative mindset with a deep passion for delivering outstanding customer experiences.
• Assertive, self-starter exhibiting a strong sense of urgency.
• Enjoys working in a team-oriented environment and is highly motivated to provide a positive user experience.