Job Description
We are looking for a customer service personnel who would be responsible for managing and improving the overall service experience journey and interactions of our customers as wells as to ensure customer satisfaction, loyalty, and retention.
- Respond to customer inquiries, complaints, and feedback through various communication channels, such as phone, email, chat, or social media.
- Provide timely and accurate resolutions to customer issues.
- Relationship Building: Building and maintaining solid relationships with customers, understanding their needs and preferences, and identifying opportunities to enhance their experience.
- Customer Satisfaction MeasurementProcess Improvement: Collaborating with other departments, such as product development, marketing, and operations, to identify and implement process improvements.
- Customer Experience Strategy: Contributing to developing and implementing a customer experience strategy that aligns with ACML goals and continuously monitoring and evaluating its effectiveness.
- Customer Retention: Proactively identify opportunities to increase customer retention and reduce churn by implementing retention strategies and engaging in customer loyalty programs.
- Customer Feedback Analysis: Analyzing customer feedback and trends to identify patterns, insights, and areas for improvement, and translating those insights into actionable recommendations.
- Continuous Learning: Staying updated with industry trends, best practices, and emerging technologies related to customer experience management
- Education: Bachelor’s degree in Business administration or a related fieldMinimum 5 years of experience and 3 in relevant field
- Interpersonal skills: Strong interpersonal skills are crucial for building rapport with customers and maintaining positive relationships.
- Communication skills: Excellent verbal and written communication skills are essential.Problem-solving abilities
- Product or service knowledge: personnel may need to have a solid understanding of the non-banking financial industry
- Technology proficiency: Proficiency in using computer systems, customer relationship management (CRM) software, and other relevant technology tools.
- Multitasking and time management.
- Patience and resilience
- Teamwork