Customer Experience (CX) Staff
About this position
Responsibilities
• Act as the first point of contact for customers, addressing inquiries, and concerns, and providing information about products/services in a friendly and professional manner.
• Respond promptly to customer inquiries via various channels (Live chat, social media, e-mail) and resolve issues effectively, ensuring high customer satisfaction.
• Collaborate with cross-functional teams to ensure a consistent and exceptional customer experience.
• Collect customer feedback to identify trends, areas for improvement, and opportunities to enhance services or products.
• Assist in the development and implementation of customer service policies and procedures.
• Maintain accurate and detailed records of customer interactions, transactions, inquiries, and feedback.
Requirements
• Min Diploma Level 3 in Business Administration, Hotel, Marketing, Communications, or a related field preferred.
• Proven experience (min. 1 year) in a customer service role, with a focus on providing exceptional customer experiences.
• Excellent communication skills, both written and verbal, with the ability to articulate complex ideas clearly and concisely.
• Strong problem-solving skills and the ability to handle difficult or sensitive situations with empathy and professionalism.
• Proficiency in using CRM software, help desk systems, and other relevant tools to manage customer interactions effectively.
• A customer-centric mindset with a genuine passion for delivering outstanding service and ensuring customer satisfaction.
• Ability to work collaboratively in a team environment and adapt to a fast-paced, dynamic work environment.
• A positive attitude, empathy, and a genuine passion for helping others.