Description:
As Customer Care Executive you will be part of a team responsible for handling non-technical inbound customer queries, comments and complaints. To be successful in this role, you should be an excellent communicator who is able to earn our clients’ trust. You should have a clear communication style, persuasive attitude, excellent customer relationship skills, and a passion for customer experience. Ultimately, you will help establish and reinforce our reputation as a company that offers excellent customer experience during all sales and after-sales processes.
Key Accountabilities
- Be a trusted advisor to our customers – support our customers resulting in a healthy customer relationship
- Own the simpler inbound customer queries, responding in a timely and accurate way, via phone/email. Escalating the more complex customer cases to the Senior Customer Care Managers.
- Follow up with customers and internal stakeholders, owning the query to ensure customer issues are resolved and the customer receives regular updates.
- Update our internal databases with information about customer queries and all key discussions and actions internally and externally (customers)
- Monitor customer complaints on social media and reach out to provide assistance (currently we do not have a large presence on social media but this will form a part of the role in the future)
Knowledge, Skills & Experience
- Passionate about providing a best-in-class customer experience
- Proven record in managing customer queries demonstrating excellent communication and problem-solving skills
- Strong stakeholder management – allowing you to engage with various personas and adjusting the communication style/approach to achieve your objective(s)
- Ability to manage own time/diary, and able to prioritize according to our business or the customers’ needs.
- A proactive approach, working with internal and external stakeholders
- Ability to understand the root problem behind a specific requirement and the ability to articulate where our product assist with solving said problems
- A solid level of experience with the MS Office Suite (Word, Excel, PowerPoint) and MS Teams
- Experience and disciplined adoption and maintenance of a CRM system