Client Experience Executive at Wild Fusion Digital Centre (WDC)

Job Description

• The Client Experience Executive is responsible for identifying client’s needs and providing appropriate solutions to their complaints and identifying ways to ensure delightful experience at all stages of the client engagement.

Primary Responsibilities

• Tracking customer experiences across online and offline channels, devices, and touch points.
• Aligning customer experience strategies with marketing initiatives. as well as informing customers about new product features and functionalities.
• Identifying customer needs and taking proactive steps to maintain positive experiences.
• Responding to customer queries in a timely and effective manner, via phone, email, social media, or chat applications.
• Analyzing customer feedback on product ranges and new releases, as well as preparing reports.
• Performing product tests, evaluating after-sales and support services, and facilitating improvements.
• Documenting processes and logging technical issues, as well as customer compliments and complaints.
• Keeping informed of industry trends and new CRM technologies.
• Generate NPS report.

Qualifications

• A Bachelor's Degree in Marketing, Communications, Advertising, Business Management, or in a related field preferred.
• 3- 4 years experience as a client  experience specialist, or a similar client support role.

Desired Skills:

• Extensive experience in gathering and interpreting customer experience information.
• Solid knowledge of online client engagement platforms and channels.
• Proficiency in MS Office, as well as CX and CRM software
• Exceptional interpersonal skills and a client-centered approach.
• Great organizational and time management abilities.
• Superb communication, collaboration, and problem-solving skills.

This Job is Perfect for you if you:

• Are detail oriented, highly organized, analytical, and great with managing relationships.
• Focus on the client experience.