Customer Experience Associate

Job purpose:

Being the initial point of contact with our customers, your primary mission is to ensure providing a positive memorable experience from minute 1 for our prospective, active, and screened-out customers across all touchpoints. You will be assisting them with any inquiries in a swift, proficient, and friendly manner. Your role is instrumental in customer loyalty by addressing concerns and issues, and by contributing to initiatives and programs that will boost customer’s confidence, trust, engagement, and advocacy.

What Do We Expect From You:

ONE: Membership Process:

• Owning the customers’ membership process from application to becoming an active member.
• Communicating with prospects/members in the process via inbound and outbound phone calls, WhatsApp, and emails.
• Attending to customers’ inquiries and or complaints in person, by telephone, or by email according to the set SLAs.
• Establish and maintain good rapport with customers by using positive language and anticipating their needs.
• Document their interactions when necessary and compile their documents.
• Working closely with the Marketing team on communication scripts.
• Adhere to the set process to ensure finalizing the membership cycle timely and efficiently.
• Conduct referral verification calls.
• Ensure applicants are eligible to the set criteria Contact and meet clients face to face to finalize memberships (Contract & Cheques) and follow up on pending cases to ensure finalization.
• Collect and file membership documents from the customer and ensure nothing is missed and that they are safely archived.
• Accurately record all customers’ data on the CRM ensuring 100% accuracy.
• Accurately and timely update the CRM system with all stages across the membership process.
• Timely update customers with their application status.
• Responsible for ensuring the safeguarding of business and customers’ data of all forms either sensitive or non-sensitive or else will be subject to disciplinary action that might lead to dismissal.
• Follow up with customers to ensure timely payment settlement.
• Use the set FAQ (Frequently Asked Questions) list or the set scripts to answer their inquiries.

TWO: Customer Experience Monitoring and Enhancement:

Constantly participate in measuring customers’ pulse in different forms such as:

• The Bi-weekly feedback survey.
• Selecting a sample of clients to call to obtain detailed personalized feedback.
• Other surveys as applicable.
• Working with the Technology team to gather important data from the application as an important source reflecting customers’ feedback and behaviors.
• Will be assigned specific departments to whom he/she will act as their CX partners.

Under the guidance of the manager, they will closely work with the management of these departments on:

• Ensuring the department attends to customers’ complaints/inquiries as per the set SLAs.
• Identifying the areas of improvement as well as the opportunities for leverage.
• Supporting them develop and implement initiatives and or programs to address these areas aiming at enhancing customer experience.
• Collaborate with the marketing and events teams for the execution of any initiatives as applicable.