Overview

The Customer Experience Executive acts as the first point of contact to existing and potential clients. He/she responds to enquiries regarding products and services, probe into complaints and logs  customer complaints on a Customer Relationship Management, and provide general information about the company to customer(s).

What You Will Do

1. Pick calls initiated by existing or prospective customers who call to either make enquiries about products and services, complaints, or registration for a loan.
2. Effectively probe into the call by customers to establish whether the customer’s issue is an enquiry, request or complaint and appropriately offer professional advice.
3. Respond efficiently and accurately to callers, explain products and services to customers and ensure that customer(s) feel supported and valued.
4. Exercise active listening to customers and allay their concerns or frustrations, as needed.
5. Understand the use of Customer Relationship Management to be able to identify challenges and possible solutions that may arise whilst using it.
6. Understand and strive to meet or exceed the Call Center metrics (targets) while providing excellent and consistent quality customer service.
7. Take up a Supervisory role periodically and coordinate the activities of other Customer Experience Executives for the week. Additionally, he/she shall write a comprehensive report on the activities and observations of the week.
8. Accurately report all vital issues, including complaints and requests that may arise during the day to the Supervisor on duty for onward processing.
9. Adhere to all company policies and procedures including; regularly checking and responding to messages posted on the platforms.
10. Perform additional responsibilities assigned.

What we can offer you

• Attractive Salary
• Benefits
• Training and mentoring