Customer Experience Manager at Theshopthera

JOB DESCRIPTION

Daily Tasks.

1. Maintain excellent customer relationships by keeping constant business communication and quickly cater to their needs (online & walk-ins), offering recommendations with professionalism. (Primary)
2. To resolve customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution, manage database records, drafting status reports on customer service issues.
3. Achieve personal/ customer service team targets and call handling quotas.
4. Effectively communicate and work together with colleagues to create a more efficient customer service process.
5. Convert leads to actual sales and follow up with prospective customers.
6. Work with management to organize, prepare for exhibitions, outdoor sale events and execute online sales campaigns.
7. Keep accurate essential order records ( sales record, preorder record and stockpile records).
8. Manage delivery Fulfillment and delivery bill records (Primary).
9. To assist the inventory manager with inventory roles when due. (Primary).
10. Report any discrepancies to the operations manager.
11. Respond to incoming calls and other communication.

Routine Tasks

1. Stay up to date with new products and features.
2. Prepare weekly reports showing Sale Reports, Customer Satisfaction (CSAT), Net Promoter Score (NPS), Customer Effort Score (CES), and customer retention rate.                                                     

Monthly Tasks

1. Prepare monthly overall reports showing Sale Reports, Customer Satisfaction (CSAT), Net Promoter Score (NPS), Customer Effort Score (CES), and customer retention rate.
2. Participate in monthly stock taking.