Client Experience Specialist - Cleaning - at Servest SA

Minimum Requirements

• Matric
• Qualification in one of the following areas marketing, sales, operations, business management or customer service.
• Minimum 2-3 years relevant client/customer service experience
• Proficiency in MS Office, as well as CX/CRM software.
• Persuasion skills
• Ability to use positive language.
• Product knowledge
• Time management skills

Duties & Responsibilities

• Tracking all points of client engagement, addressing client queries, and identifying ways to improve our client services.
• Responding to client queries in a timely and effective manner, via phone, email, social media, or chat applications, occasionally in person.
• Documenting and logging issues, as well as client compliments and complaints.
• Follow up with clients on resolution/progress.
• Working closely with the ops team to ensure the gap is bridged between the client and ops on complaints/issues.
• Identifying client needs and taking proactive steps to maintain positive experiences.
• Conduct telephonic Client Service surveys.
• Weekly/Monthly Reporting on activities and progress on CRM system
• Provide a positive client experience to retain and grow our clients.
• Identifying gaps that needs to be bridged on improving the service we deliver to our clients.
• Driving a customer-centric culture.