Customer Experience Specialist at Eat'N'Go Limited

Job Description

Customer Feedback Collection:

• Proactively  reach out to customer and gather feedback through surveys, phone calls, emails and other communication channels.
• Manage and update customer feedback databases, ensuring all information is accurately recording. 

Feedback Analysis:

• Analyze feedback to identify common issues, trends and areas for improvement. 
• Prepare detailed reports and presentations on feedback for management and other relevant departments. 

Resolution Tracking: 

• Monitor and track the progress of customer issues and complaints from initiation to resolution. 
• Coordinate with various departments to ensure timely and effective resolution of customer issues.

Communication and Reporting:

• Communicate feedback insights and resolution progress to internal stakeholders regularly. 
• Provide actionable recommendations based on feedback analysis to improve customer experience.

Continuous Improvement:

• Collaborate with the Customer Experience team to develop and Implement strategies for improving customer satisfaction and loyalty. 
• Participate in regular team meetings and contribute ideas for enhancing processes and service delivery.

Customer Complaint Management

• Handle and close customer complaints effectively, ensuring a high level of customer satisfaction.
• Ensure that all customer complaints are captured and documented accurately.

Qualifications

• Bachelor's degree in Business, Marketing, Communications or a related field. 
• Minimum of 2-4 years of experience in a customer service, customer experience or related role.
• Proven track record of successfully managing customer feedback and issue resolution processes. 
• Excellent communication and interpersonal skills.
• Strong analytical and problem-solving abilities.
• Proficiency in using customer feedback tools and CRM software.
• Ability to work independently and as part of a team. 
• High attention to detail and organizational skills. 
• Familiarity with social media management and monitoring tools. 
• Customer centric mindset. 
• Empathy and active listening.
• Ability to handle stressful situations calmly and professionally.