Senior Customer Executive

Roles and responsibilities

1. Customer Relationship Management

• Account Management: Building and maintaining strong relationships with key clients or customers.
• Customer Retention: Ensuring customers remain satisfied with services/products and minimizing churn.
• Personalized Service: Offering tailored solutions based on the unique needs and preferences of customers.

2. Communication Skills

• Clear and Effective Communication: Interacting with customers through phone calls, emails, chat, and in-person, articulating solutions and information clearly.
• Listening Skills: Understanding the needs, concerns, and feedback from customers to resolve issues promptly.
• Persuasion: Encouraging customers to use additional products/services or upgrade their current plans.

3. Problem-Solving Abilities

• Issue Resolution: Quickly addressing customer complaints or technical issues, and providing solutions in a timely manner.
• Attention to Detail: Identifying and addressing even the smallest customer concerns to enhance satisfaction.
• Analytical Thinking: Using data or feedback to identify areas for improvement and implementing solutions.

4. Customer-Centric Mindset

• Empathy: Understanding customers’ emotions and concerns and offering support with care.
• Patience: Staying calm and composed when handling irate or difficult customers.
• Proactive Service: Anticipating customer needs and offering solutions before they become problems.

5. Sales and Upselling Skills

• Product Knowledge: Deep understanding of the company’s offerings to advise and guide customers effectively.
• Cross-Selling and Upselling: Identifying opportunities to suggest complementary products or services.
• Meeting Targets: Driving revenue growth by recommending value-added services to customers.

6. Technology and Tools

• CRM Systems: Proficiency in Customer Relationship Management tools (e.g., Salesforce, HubSpot, Zoho) to manage customer interactions.
• Data Management: Maintaining accurate customer records, tracking interactions, and managing follow-ups.
• Customer Support Platforms: Familiarity with helpdesk software like Zendesk, Freshdesk, or ServiceNow.

Desired candidate profile

Use the Customer Experience discipline to change overall cultural thinking and put customer first in all our designed experiences. Day to day, turn our deep customer understanding into specific design projects and helps lead, support, or guide the projects and how they come to life.

ROLE PROFILE

• Redesign customer journeys by planning and executing cross-functional projects.
• Leverage research, data, and best practices to develop and validate strategies.
• Create journey maps, service design blueprints, and prototypes to solve customer experience challenges.
• Work closely with insights, Customer Relationship Management, Handover, and operations teams to align business and customer needs.
• Present findings and advocate for product/service improvements to leadership and executives.
• Manage pilot programs, adapt final products, and ensure seamless execution.
• Regularly assess project risks, maintain documentation, and coordinate team actions.
• Influence roadmaps and challenge conventions to redefine future developments.
  

Requirements

• Exceptional communication skills in presenting, listening, and providing feedback.
• Strong empathy and connection with stakeholders and customers.
• Collaborative team player with high self-awareness.
• Curious mindset to ask questions, challenge norms, and explore possibilities.
• Bachelor's degree in Design Thinking, Innovation, Human-Centered Design, or equivalent.
• 1–2 years of relevant experience.