Customer Experience Expert

1 week ago

Karachi, Sindh, Pakistan beBeeCustomerExperience Full time 600,000 - 900,000
Customer Experience Specialist

In our pursuit of excellence, we aim to provide exceptional services that elevate the customer experience.

About the Role:
  • We seek a highly skilled Customer Experience Specialist to join our team at the Experience Center in Karachi.

The ideal candidate will possess excellent communication skills, interpersonal skills, and stakeholder management abilities. They should also have hands-on experience with Microsoft Office, email communication, and telecom product knowledge.

Key Responsibilities:
  • Welcoming and guiding walk-in customers from the floor greeting.
  • Developing a basic understanding of CRM systems and portals linked with it.
  • Handling customer queries at the experience center and improving their experience by providing exceptional services.
  • Maintaining high-quality standards for customer facilitation.
  • Product upsell from the experience center.
  • Improving customer experience and ensuring minimum average wait/service time.
  • Developing self-assurance and confidence required to serve valued customers.
  • Taking ownership and ensuring timely resolution of customer complaints.
  • Customer retention and churn management.
  • Coordinating and following up with multiple stakeholders for issue resolution.
  • Ensuring achievement of assigned monthly adherence/service/sales KPIs.
  • Staying updated on current policies, procedures, promotions, products, and value-added services offered.
Requirements:
  • Excellent communication and interpersonal skills.
  • Stakeholder management and effective communication skills.
  • Good sales and service expertise.
  • Hands-on experience with Microsoft Office and email communication.
  • Telecom product knowledge and hands-on expertise in customer management systems.
  • Ability to manage stakeholders effectively for closure of action plans while ensuring standardization.
  • Flexibility in working hours to ensure seamless and exceptional customer experience.
What We Offer:
  • A dynamic and inclusive work environment.
  • Ongoing learning and development opportunities.
  • A chance to be part of a transformative organization.
  • Opportunities for growth and career advancement.

Grade Level: L1

Location: Karachi

Employment Type: Full-time

Job Function: Customer Service

Industries: Telecommunications

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