
Customer Service Experience Specialist
16 hours ago
We are seeking a highly skilled Customer Service Associate to join our team. As a key member of our customer support team, you will be responsible for providing exceptional customer experiences through proactive outreach and effective issue resolution.
Key Responsibilities:
- Proactively contact customers to encourage participation in Net Promoter Score (NPS) surveys through Ozonetel.
- Engage with customers to gather detailed feedback on their recent order and delivery experiences. Key metric is to be able to drive NPS response rate target and collect & analyse purchase experience for top 50 customers.
- Understand customer expectations and identify areas for improvement, followed by detailed documentation.
- Record and analyze customer feedback to provide actionable insights to the management team.
- Address any complaint raised by the customer and route it to the right team for further resolution.
- Build and maintain positive relationships with customers to enhance their overall experience with our brand.
- Prepare and present regular reports on customer feedback and NPS response rates.
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