Customer Engagement Executive

Key Responsibilities:

• Act as the primary point of contact for customers, addressing inquiries, concerns, and service requests promptly and professionally.
• Engage with customers across various channels (phone, email, chat, social media, or in-person) to provide support and solutions.
• Build and maintain strong relationships with new and existing customers to enhance trust, satisfaction, and long-term loyalty.
• Follow up with unconverted leads and past patients to encourage re-engagement, promote services, and support conversion opportunities.
• Collect, review, and analyze customer feedback to identify trends and areas for improvement in products, services, and processes.
• Monitor and evaluate customer satisfaction levels, including conducting and analyzing post-visit surveys to identify areas for service improvement.
• Maintain accurate records of customer interactions using relevant systems (e.g., CRM).
• Segment and maintain customer databases to enable targeted communication, personalized outreach, and effective engagement campaigns.
• Coordinate customer loyalty programs, referral initiatives, and testimonial campaigns to strengthen brand engagement and enhance patient retention.
• Coordinate with internal departments (e.g. Sales, Marketing, Operations) to ensure smooth service delivery and resolution of customer issues.
• Assist in resolving escalated issues to ensure a satisfactory outcome for both customers and the company.
• Proactively identify opportunities for upselling or cross-selling products and services in alignment with customer needs.
• Support and participate in customer engagement initiatives, promotional events, and marketing campaigns.
• Optimise customer engagement processes for greater efficiency and effectiveness, ensuring best practices are applied across workflows and touchpoints.
• Be actively involved in marketing and business-related initiatives or briefs from the superior, contributing to resource optimisation and alignment with broader business objectives.
• Prepare and submit periodic reports on customer engagement performance and metrics.

Job Requirements:

• Bachelor's degree in Marketing, Business Administration, Communications, Customer Relationship Management or related field.
• Minimum 3 - 5 years of experience in customer engagement, CRM-based marketing or handling customer communication.
• Excellent communication and interpersonal skills, with confidence in both verbal (phone-based) and written interactions.
• Familiarity with AI tools (e.g., ChatGPT or CRM assistants) to support follow-up communications, response templates and reporting workflows.
• Proficiency in Microsoft Office and CRM systems (experience with automation tools or customer platforms is a plus).