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SalaryThe Customer Experience Executive plays a pivotal role in ensuring exceptional customer satisfaction by proactively identifying and addressing concerns of dissatisfied customers. This role is responsible for resolving customer issues, retaining business, and fostering positive customer relationships. Reporting directly to the Head of Customer Relations, the Customer Experience Executive actively engage with customers to enhance their experience.
Key Responsibilities
Customer Contact & Issue Resolution
- Proactively identify dissatisfied customers through various channels, including customer feedback, surveys, and support interactions.
- Initiate contact with dissatisfied customers to understand their concerns and gather relevant information.
- Collaborate with the Property Management and Lettings Support teams to resolve customer issues promptly and effectively.
- Ensurethat customer concerns are addressed to their satisfaction and provide timely solutions.
Customer Retention
- Develop and implement retention strategies to retain dissatisfied customers.
- Create personalised solutions to incentivise customers to continue doing business with the company.
Customer Feedback Analysis
- Collect, analyse, and summarise customer feedback to identify trends and areas for improvement.
- Provide actionable insights to other departments based on customer feedback.
Data Management
- Maintain accurate records of customer interactions and issue resolution.
- Utilise customer data to make informed decisions and measure the effectiveness of retention efforts.
Process Improvement
- Continuously evaluate and improve customer service processes to enhance the overall Customer Experience.
- Suggest and implement procedural changes when necessary.
