Customer Experience Executive

1. Central Call Centre coordination and prepare/update reports Reminder calls, follow up survey, FSA customers follow up & feed back reports , proactive contact , incorrect customer contact update, Promotions & loyalty program customer lists preparation to do follow up call

2. Review reports with CEM Manager/supervisor and prepare necessary improvement actions

3. CRP form arises customers coordinate with Service management and call center until the case close and customer fully satisfied.

4.One CX - customer alerts, contact data issues, not responded customers coordinate and prepare required data to complete the survey. Communicate One CX survey result to all customer handling employees.

5. 3CX, Sales team arises issues follow up until it resolve.

6. Collect updated customer information ,contact details from front office , sales team and update in FORD CONNECT system daily/weekly

7. All branch service heads, team members arise customer concerns coordinate with related department, follow up to close the case until the end user is fully satisfied . Also Central CRP committee handling all customers concerns prepare necessary documents and follow up until the end user is fully satisfied.

7. Periodically review the social media customer comments and feed, summarize and update to service management to take necessary corrective action

8. Periodic audit to all branches customer handling process

9. Collect data from all branches and prepare the KPI, Revenue reports, throughputs reports

10. Make sure the customer lounge beverages and food items provide effectively to the customers without too many wastage.