Customer Experience Specialist at Reposebay Human Resources Limited

Job Description

• Actively immerse in the end-end customer experience of the company
• Coordinate follow-up strategies geared towards customer retention.
• Establish and implement strategic approaches to drive up customer retention and loyalty
• Determine metrics, create processes and implement same in line with customer retention plan
• Provide management reports on customer issues, challenges and resolution
• Update and communicate to team and clients on new cost/prices of services rendered by DriveMe as agreed with management.team in relation with customers
• Oversee all customer communication channels and measure performance of the
• Establish customer relationship management (CRM) systems and guidelines to effectively manage and improve customer relationships.
• Manage and Supervise all on-demand requests for vehicle hire.
• Collaborate with management and accounting team towards the approval and effective disbursement of funds to the team
• Appropriate internal processes, documentation and ensure data received from clients are properly documented and updated
• Synchronize CX team goals with other teams in the organization towards achieving business objectives.
• Monitor and report the customer and driver management daily performance using allotted KPIs and report daily achieve company goals
• Regularly update the CEO's dashboard in line with approved metrics.

Requirements

• Candidates should possess Bachelor's Degrees with 3+ years relevant work experience.