HMO Operations Specialist

JOB PURPOSE

The Customer Experience Specialist is responsible in documenting, recommending, and participating in meetings with the customer service team to discover new communication tactics to best help customers. The incumbent will also help to address customer concerns and business needs to ensure excellent customer experience.

JOB DESCRIPTION

1.     Data Management

1.1  Develop and conduct feedback surveys to gather information on customer opinions about our services.

1.2  Collect and analyze customer feedback from different channels to identify the gaps and opportunities.

1.3  Prepares product or service reports in response to inquiries, complaints, appeals, and/or grievances.

1.4  Conduct studies and research to discover new techniques necessary for improving customer experience.

2.     Compliance

2.1. Define and implement standards/procedures for ensuring optimal customer experience.

2.2. Monitor the activities of the customer experience committee to ensure compliance with acceptable standards of customer service.

2.3. Ensure the Customer Experience strategies are aligned to the corporate goals and business priorities.

3.     Project Management

3.1. Manage and create projects/initiatives to deliver excellent service and maintain customer satisfaction.

3.2. Partner with other departments to resolve issues and enhance customer touch points.

3.3. Develop strategies to build a positive experience to customers and ensure dissemination of best practices

3.4. Promote customer centric approach through the presentation, works, and CX platforms.

3.5. Contributes to team effort by accomplishing related results as needed.

QUALIFICATIONS

1.     Education: Must be a graduate of Bachelor's/College Degree in Marketing, Business Management or equivalent.

2.     Experience: Minimum of  2 years' experience as a customer experience specialist, or a similar customer support role.

3.     Knowledge, Skills, and Abilities:

·       Extensive experience in gathering and interpreting customer experience information.

·       Excellent verbal and written communication skills.

·       Exceptional interpersonal skills and a client-centered approach.

·       Strong collaboration, decision making and problem-solving skills.

·       Strength of character, ethics, commitment, and reliability.

·       Outstanding customer service orientation/skills.

·       Proficient in MS Office.