Customer Experience Executive

1. Customer Satisfaction Monitoring and Analysis

• Monitor customer satisfaction surveys and feedback.

• Identify recurring issues and improvement opportunities.

• Follow up with dissatisfied customers and prepare reports.

2. Corrective and Preventive Action Analysis

• Identify root causes of complaints and recurring issues.

• Coordinate corrective and preventive action plans.

• Monitor improvements to prevent repeated problems.

3. Customer Retention

• Monitor retention rates and identify lost customers.

• Coordinate customer reactivation and follow-up campaigns.

• Recommend initiatives to increase customer loyalty and repeat visits.

4. Workshop Booking Support

• Support the call center in generating service bookings.

• Monitor booking performance and conversion rates.

• Follow up on missed appointments and coordinate rescheduling.

5. Customer and Workshop Coordination

• Coordinate communication between customers and workshop teams.

• Ensure customer concerns are addressed and resolved.

• Escalate unresolved issues to management when necessary.

6. Reporting and Performance Monitoring

• Prepare daily, weekly, and monthly performance reports.

• Monitor customer experience KPIs, complaints, retention, and bookings.

• Provide insights and recommendations to improve service quality.

• Strong customer service, communication, coordination, and follow-up skills.

• Proficiency in Microsoft Excel, PowerPoint, and customer management systems.

• Good analytical, reporting, and problem-solving skills.

• Ability to handle difficult customers professionally and work effectively with teams.

- Annual performance bonus - Government and private insurance coverage - Seniority payment based on length of service - Annual paid leave