Job Description

About the Role

:
  • The Executive - Customer Experience is responsible for resolving issues, keeping customers updated, analysing trends, supporting clients, managing service schedules, maintaining records, and tracking performance metrics.
  • The incumbent will have to work as part of a multi-functional team, and this involves collaboration with the internal team and external stakeholders.

    • Requirements

    Job Responsibilities:

  • To collaborate with departments to address issues, ensure resolutions are effectively implemented, and provide complaint data reports as required.
  • Keeps customers informed about the progress of their complaints and provides timely answers and solutions.
  • Analyzes complaint trends to identify areas for improvement.
  • Provide ongoing support to clients.
  • Track and monitor client engagement while offering updates and actionable recommendations.
  • Addresses and resolves client inquiries, concerns, and feedback.
  • Tracks service plans and delivery schedules for top clients. Shares weekly, fortnightly, and monthly updates with clients to ensure transparency and alignment.
  • Maintains accurate and up-to-date client records, demonstrates a strong understanding of industry best practices for service delivery schedules, and efficiently manages operations to adapt to evolving requirements and customer needs by reorganizing processes as necessary.
  • Tracks key performance metrics to measure success.

    • Key Result Areas:

  • Customer Issue Resolution
  • Trend Analysis
  • Operational Efficiency
  • Client Engagement & Support
  • Service Coordination & Delivery

    • Competencies (Skills essential to the role):

  • Effective communication skills
  • Accountability
  • Self-motivated
  • Collaboration
  • Organised 
  • Problem-solving skills

    • Educational Qualification / Other Requirement:

  • Graduation
  • Languages: Local Language and English
  • 0 - 1 years of customer handling experience (B2B/B2C)

    • Role Type / Key working relationships:

  • Individual Contributor
  • Internal team
  • External stakeholders

    • Benefits

    What can you expect from RPCI?

  • Our values lie at the core of our mission and vision. We believe that it’s our people who make our company what it is. We believe in:
  • Safety
  • Integrity
  • Innovation
  • Learning & Development
  • Open & Transparent
  • Performance Orientation

    • DEI statement: At RPCI, we believe in commitment to build an inclusive, varied workplace welcoming to people of all backgrounds.

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