Customer Experience Executive at ISN Medical

Role Purpose

• The Customer Experience Executive will be responsible for delivering a seamless and consistent customer experience across the customer journey. The role will serve as a key link between customers and internal teams, ensuring that customer needs, complaints, feedback, and service requests are effectively managed and resolved. The role will also contribute to Customer Experience (CX) improvement initiatives, Voice of Customer (VoC) analysis, customer retention, and service performance monitoring.

Key Responsibilities

Customer Relationship Management

• Serve as a key point of contact for customer-related enquiries.
• Build and maintain strong relationships with customers.
• Proactively follow up with customers after sales, deliveries, installations, repairs, and other service engagements.
• Identify customer needs and ensure appropriate internal teams are engaged.

Complaint & Service Request Management

• Receive, document, track, and coordinate resolution of customer complaints and service requests.
• Maintain ownership of customer issues until resolution and provide customers with timely updates.
• Escalate critical or recurring issues appropriately.

Customer Retention & Engagement

• Support customer retention and reactivation initiatives.
• Identify opportunities for improving customer loyalty and engagement.
• Support customer engagement activities, campaigns, and customer appreciation initiatives.
• Support the execution of Customer Satisfaction, NPS, CSAT, CES and other CX measurement initiatives.

Customer Journey & Process Improvement

• Identify gaps and friction points across the customer journey.
• Recommend and support initiatives that improve customer experience and operational efficiency.
• Work with relevant teams to improve response times, communication, order fulfilment, and complaint resolution.

Reporting & CX Analytics

• Maintain accurate customer interaction and complaint records in the CRM.
• Generate periodic CX reports and highlight trends, risks, and improvement opportunities.
• Support management with data-driven recommendations for improving customer experience.

Must have skills

• Excellent written and verbal communication skills
• Strong analytical and problem-solving ability.
• 3–5 years' experience in customer experience, customer service, account management, or a related customer-facing role.
• Ability to collect, analyze, and interpret customer feedback and CX data.
• Experience using a CRM or customer management system.

Good to have skills

• Experience in medical devices, diagnostics, laboratory equipment, pharmaceuticals, healthcare distribution, or scientific products.
• Experience with Microsoft Dynamics 365, Salesforce, or similar CRM/ERP platforms