Hiring Sr. Executive

Key Responsibility Area:

• Be accountable for the customer support and customer happiness experience.
• Building and maintaining long-term and good relationships with customers.
• Addressing and providing solutions to customer concerns and complaints.
• Act as point of contact for customers and escalate any issues as appropriate.
• Coordinate and support company events as required, both online and in situ
• Handling, addressing and adequately closing all inbound and outbound communications.
• Maintaining, updating and managing customer database.
• Collaborating and coordinating with internal teams within the company to fulfil your
• responsibilities.
• Creating processes to streamline the customer relationship management and support.
• Suggesting creative ways to delight customers.
• Prepare and maintain reports in relation to the services provided to the customer.
• Preparing and continuous updating Frequently Asked Questions (FAQ).

KPIs (Key Performance Indicator):

• Average response time.
• Average resolution time.
• First call resolution.
• Customer satisfaction survey score.
• Product / Service knowledge.
• Problem solving skills
• FAQ and Documentation quality.
• Creativity.

Qualifications and Skills:

• Bachelor's Degree
• Clear communication skills
• Interpersonal skills
• Persuasive Speaking skills
• Relationship-building skills
• Multi-tasking skills
• Time management skills
• Empathy
• Adaptability
• Self-control
• Taking responsibility
• Patience
• Effective Listening
• Willingness to learn and improve
• Ability to admit you dont have the answer
• Thick skin