People Experience Personnel at Domeo Resources International (DRI)

Main Function

In this emerging role, the People Experience Personnel combines leadership skills with a desire to provide a positive customer experience to lead our customer success team. You should organize and develop a way to measure how customers perceive the product and/or service our company provides. This may include owning aspects of the customer journey such as:

• Developing feedback surveys
• Scheduling in-person and online meetings with customers
• Thinking of ways to show appreciation to loyal clients
• And other methods to improve and maintain the overall brand experience

Along with fine-tuning the customer journey, you are also responsible for the employee experience and how it directly impacts the end customer. When the entire company has adopted a culture of customer success, employees work performance will improve and the level of satisfaction customers feel when interacting with our company will increase.

Roles and Tassk Complexities

Responsibilities

• Identifying patterns in the experience our customers are having both internally and externally
• must find the voice of the customer by the use of social media as an effective set of customer communication tool
• Give quick responses to customer questions and rapid turn-around time for customer issues
• manage the customer’s perception of the company. Part of this task involves making the staff conscious of how their decisions impact the customer
• ensure that the basic product is still high quality as well as delivering first class customer service
• As the customer's champion throughout the organization, its your duty to make the company pro-customer and improve sales
• Utilize customer relationship management (CRM) tools in coordinating and monitoring customer experience operations
• Thinking of ways to show appreciation to loyal clients

Competencies/Skills

• Leadership Skills
• Communication Skills: well versed in effectively interacting with clients to identify and process their requirements
• Customer Service Skills: able to courteously interact with clients to ensure positive customer experience.

Behavioural Qualities

• courteous and hyper efficient
• Resourcefulness
• Personal integrity and high ethical standards
• Adaptability
• Resilience and tenacity

Qualification

•  Bachelor’s or Master’s degree in business administration, management studies, or in a related discipline.
• Prior experience (up to 2 years) in the field of customer service or marketing is also necessary for this position