Specifically, other responsibilities include:
Tracking customer experiences across online and offline channels, and touchpoints.
Collaborating with internal teams to enhance customer experience and brand awareness.
Identifying customer needs and taking proactive steps to maintain positive experiences.
Documenting processes and escalating customer issues, as well as customer compliments and complaints.
Responding to customer queries in a timely and effective manner, using appropriate communication channels.
Analyzing customer feedback on products/services and new releases, as well as preparing reports.
Evaluating customer experience surveys and facilitating improvements.
Aligning customer experience strategies with marketing initiatives as well as informing customers about new product features and functionalities.
Qualifications, Skills & Competencies:
A Bachelor's degree in marketing, communications, advertising, business management, or in a related field preferred.
At least five years' experience as a customer experience professional, or a similar customer support role.
Skills & Competencies:
Extensive experience in gathering and interpreting customer experience information.
Solid knowledge of online customer engagement platforms and channels.
Proficiency in MS Office, as well as CX and CRM software
Exceptional interpersonal skills and a client-centered approach.
Great organizational and time management abilities.
Superb communication, collaboration, and problem-solving skills.
Demands of the Job:
Problem-solving skills
Ability to work under pressure
Ability to handle the challenges that come with the job.
Capable of multitasking, managing time, and prioritizing workload.
Ability to collate and interpret data from various sources.
Willingness to learn and develop new skills.
Actively seek innovative ways of improving existing systems and processes.
Very good understanding of Main One’s products and processes
Ability to work with minimal supervision
Confidentiality