Customer Experience-Specialist

Role:

• The Customer Experience Specialist is responsible for ensuring that customers have a positive and memorable experience with the company. This includes ensuring all onboarding customers are welcomed and they are serviced throughout their journeys to success.

• This role will work to maintain and improve existing measures in place, the ideal candidate will work cross functionally to support, provide insights, be a catalyse to achieving overall teams and companys goals upholding the quality standards the company has always provided

Responsibilities:

• Cultivate strong team culture by injecting companys vision, mission and core values into team discussions and decision making processes and behavioural standards

• Assist in deploy clients engagement programs, campaigns to increase client retention ratio and loyalty scores

• Maintain the relevant CRM systems in upkeep the correctness of clients database

• Assist in generating client success reports for management in carrying analytical decisions

• Provide clerical and administration support to management team

• Manage and maintain customer on-boarding processes to provide new customers with a warm welcome, answer their questions, and help them get started with the companys products or services

• Provide ongoing support to customers, helping them troubleshoot problems, and providing them with the resources they need to be successful

• Carry out any necessary administrative works related to client success

  -Course granting

  -Invoicing, receipts, agreements

  -Community management

• Maintain rapport with high end clients to ensure clients maximizes success from the companys programs and services

• Assist with client inquiries including handling feedbacks professionally

• Any other ad hoc relevant projects as required

Results:

• Maintain 80+% client happiness

• Improved customer and brResponded to all general enquiries within 0.5 working days (or quicker for some channels, refer to SOP for details)and loyalty

• Global standardisation on customer service levels

  *subject to change based on business needs

Requirements:

• Diploma or above in Marketing, Business Management or relevant discipline

• Minimum 3 years strong and demonstrable experience in clients servicing and engagement

• A driven good team player and desire to work in a team-oriented environment

• International exposure or experience in an MNC an advantage

• Experienced in C-Suite / high calibra client management an advantage

• Able to work independently and under pressure

• Experience in online programmes and services is preferable

• Strong business acumen and innovative thinking, result-oriented, good team player

• High Cantonese fluency is a must and English, Mandarin proficiency is preferred

• Excellent communicator and values teamwork

• Self-starter, hunger for success, eager to learn and open to new ideas

• Strong passion for the internet environment, result-oriented, proactive and independent

• Strong sense of responsibility, well organised with exceptional problem-solving skill with a can-do attitude

Information :

• Company : Brian Cha Motivation
• Position : Customer Experience-Specialist
• Location : Kowloon, Kowloon Peninsula
• Country : HK