Customer Experience Specialist

Department

Customer Experience

Reports To

Client Success manager

Role

The Customer Experience Specialist is responsible for ensuring that customers have a positive and memorable experience with the company. This includes ensuring all onboarding customers are welcomed and they are serviced throughout their journeys to success.

This role will work to maintain and improve existing measures in place, the ideal candidate will work cross functionally to support, provide insights, be a catalyse to achieving overall team’s and company’s goals upholding the quality standards the company has always provided

Responsibilities

Cultivate strong team culture by injecting company’s vision, mission and core values into team discussions and decision making processes and behavioural standards
Assist in deploy clients engagement programs, campaigns to increase client retention ratio and loyalty scores
Maintain the relevant CRM systems in upkeep the correctness of clients database
Assist in generating client success reports for management in carrying analytical decisions
Provide clerical and administration support to management team
Manage and maintain customer on-boarding processes to provide new customers with a warm welcome, answer their questions, and help them get started with the company’s products or services
Provide ongoing support to customers, helping them troubleshoot problems, and providing them with the resources they need to be successful
Carry out any necessary administrative works related to client success
o course granting
o Invoicing, receipts, agreements
o Community management
Maintain rapport with high end clients to ensure clients maximizes success from the company’s programs and services
Assist with client inquiries including handling feedbacks professionally
Any other ad hoc relevant projects as required

Results

Maintain 80+% client happiness
Improved customer and brResponded to all general enquiries within 0.5 working days (or quicker for some channels, refer to SOP for details)and loyalty
Global standardisation on customer service levels
*subject to change based on business needs

Requirements

Diploma or above in Marketing, Business Management or relevant discipline
Minimum 3 years strong and demonstrable experience in clients servicing and engagement
A driven good team player and desire to work in a team-oriented environment
International exposure or experience in an MNC an advantage
Experienced in C-Suite / high calibra client management an advantage
Able to work independently and under pressure
Experience in online programmes and services is preferable
Strong business acumen and innovative thinking, result-oriented, good team player
High Cantonese fluency is a must and English, Mandarin proficiency is preferred
Excellent communicator and values teamwork
Self-starter, hunger for success, eager to learn and open to new ideas
Strong passion for the internet environment, result-oriented, proactive and independent
Strong sense of responsibility, well organised with exceptional problem-solving skill with a can-do attitude