Customer Happiness Executive

Industry:Management Consulting

Job Purpose:

The jobholder is required to mainly assist any customer that interacts with the company through various channels such as phone calls, email, live chat, face to face interaction etc.

Job Responsibilities:

– Customer Happiness Executive must act as an ambassador at all times and attend to customer needs in a professional, friendly and courteous manner

– Ensure that a high level of professional rapport is developed and maintained with all customers

– Follow up on all customer enquiries and direct customer to the correct department where further information is required

– Be well organized in order to meet critical deadlines while responding to requests & complaints.

– Required to act and take decisions in a timely manner daily in order to resolve and exceed customers’ expectations.

– Maintain proactive work processes to ensure teamwork, shuttle procedures and overall base performance is achieved

– Provide a high level of customer service and professionalism taking into account the consideration that all customers have an express requirement and are looking for instant and immediate action

– Maintain a thorough knowledge of all departments, products and services so that customers are provided accurate information

– Follow up with the needed department to gather the correct information and get in touch with customers accordingly to ensure that customers are served at the earliest

– Report, evaluate and investigate recurring operational problems that are highlighted by customer and then direct the information accordingly for corrective actions to be taken

– Ensure all tickets are actioned in accordance with Network Standards so that we comply with service levels given to customers

– Highlight opportunities and suggest solutions to improve procedures, technology and service so that the company can provide continuously universally high level of service to all customers

– Work effectively both individually and as part of a team to achieve both individual and department goals and objectives and strive consistently to promote a positive team spirit

Job Requirements:

–2-3 year’sdemonstrably successful experience as acustomer service executive / guest relation officer

– Previous experience working as a client relation executive or customer service executive and a track record of managing client relationships.

– Working to set standards of performance

– Personal standards (commitment, attitude, appearance, contribution, Excellent Client interface at all times and all costs)

–Proficient in English

–Arabic will be an advantage

– Impeccable Communication Skills

– Customer Service Orientation

– High Level of Emotional Intelligence

– Responsive: Ability to respond within time on assignments. Ability to respond appropriately to requests. Build a positive experience by being responsive.

– Teamwork: Agile teamwork.

– Empathy: Ability to relate to clients

– Passionate: Display passion for work, passion

– Knowledgeable: Knowledgeable of our products, processes, Sops and business operating model

– Client Service tools / techniques.

– Strong interpersonal skills and an ability to build rapport with customers.

– Hardworking with a strong work ethic.