Customer Experience Specialist at Jewels Leading Lights Academy

Mission

• Contribute to the sustenance of the School brand by providing high quality customer care to all JLLA’s customers through assigned channels and designated process.

Description

• Anticipate and identify customers’ needs and dissatisfaction for proactive customer engagement.
• Actively engage in cross selling/up selling to increase the present value of customer.
• Participate in and execute actions that affect the perception of customers in the overall school service.
• Resolve complex issues that have results in a customer disconnection through negotiation while working within school policies and procedures.
• Liaise with the relevant teams on school activities and events for accurate feedback in a timely manner.
• Build relationships with customers to overcome disagreements and increase retention.
• Identify gaps through Customer feedbacks and engage the relevant support team in ensuring closure and service improvement.
• Collect, organize and analyze data to assist in the decision-making of the Consumer Operations Support department along with other operational departments of the business.
• Carry out Segmentation and analysis of nursery customer base to gain insights on potential implications on retention and acquisition.
• Convert at risk customers to promoters and ensure good patronage.
• Ensure growth in the net value of assigned customers across multiple segments
• Collaborate with external stakeholders in relation to marketing and event awareness activities.
• Provide regular status and updates on all marketing programs/campaigns and present business cases,