Executive, Customer Care
Job Description
Role
The Customer Care Executive maintains an ongoing level of engagement with key customers builds trusting relationships with clients and protects the brand by maintaining a positive image. He/she provides the highest quality of services to CED’s customers to achieve maximum satisfaction levels.
Key Accountabilities
- Update accurately the customer’s history/interactions and information on the system.
- Provide regular updates to customers on the status of their cases/requests.
- Escalate customer issues and report major problems to Superiors.
- Collect customer’s feedback (following given Survey/s).
- Handle efficiently and on time all tasks/cases assigned by superior/s.
- Provide accurately all needed reports & data to superior/s.
- Ensure proper documentation and filing to customers’ requests.
- Attend daily/weekly/monthly staff meetings and proactively raise issues for group discussions and information sharing.
- Support the continuous enhancement of City Edge’s database quality and enrichment by collaborating with internal (and external) partners.
- Follow quality standards for customer and prospect data capture.
- Analyse City Edge’s customer behaviour.
- Handle customers’ requests and inquiries received via (call center/mobile app/website/social Media) on time (following given SLAs).
- Handle customer complaints and provide appropriate solutions in compliance with the company’s policy & procedures.
- Meet walk-in customers with minimum waiting time and enhance the overall customer experience.
- Reply to customer calls, e-mails, and letters per SLAs.
- Achieve customer satisfaction via professional handling, timely problem resolution, product knowledge, regular updates, and willingness to help.
- Proactively share updates & build sustainable relationships of trust with customers through consistency and accurate sharing of information.
- Conduct all necessary follow-ups with other departments on behalf of the customer to resolve his problems / accommodate his requests.
- Report repeated complaints/areas of improvement/challenges facing the team to the management for their reference and relevant action.
- Perform any additional tasks as requested according to the company’s policies and procedures.
Necessary Experience
1-3 years of experience, previous experience in real estate is preferred.
Education Requirements
Bachelor’s Degree in Marketing, Finance, Business or equivalent.