Customer Experience

Customer Experience Staff

Requirements:

• Bachelor's degree in Business, Marketing, Communication, or a related field.
• 1–2 years of experience in Customer Experience, Customer Service, Account Management, or a related role.
• Excellent communication and interpersonal skills, with a strong customer-oriented mindset.
• Good analytical and problem-solving skills, with the ability to gather and interpret customer feedback.
• Comfortable working with customer databases, spreadsheets, and other customer-related tools.
• Experience in the hospitality industry, ISP, Telco or B2B environment will be a plus.

Responsibilities:

• Build and maintain positive relationships with customers to ensure a smooth and satisfying customer experience.
• Handle customer inquiries, feedback, and concerns, and coordinate with relevant internal teams to ensure timely resolution.
• Support customer retention and identify opportunities to introduce additional services to existing customers.
• Collect and analyze customer feedback to identify trends, pain points, and opportunities for improvement.
• Conduct customer surveys and support the implementation of action plans based on customer insights.
• Maintain and update customer databases to ensure accurate and up-to-date customer information.
• Proactively follow up with customers to understand their needs and ensure customer satisfaction.
• Monitor customer satisfaction and service-related metrics, and prepare regular reports and insights for management.
• Collaborate with internal teams such as Sales, Product, Technology, and Operations to address customer needs and improve the overall customer experience.

Work Location: In person