Customer Care Executive

Occupation Description

The Customer Care Executive maintains an ongoing level of engagement with key customers builds trusting relationships with clients and protects the brand by maintaining a positive image. He/she provides the highest quality of services to CED’s customers to achieve maximum satisfaction levels.

Job Scope

• Update accurately the customer’s history/interactions and information on the system.
• Provide regular updates to customers on the status of their cases/requests.
• Escalate customer issues and report major problems to Superiors.
• Collect customer’s feedback (following given Survey/s).
• Handle efficiently and on time all tasks/cases assigned by superior/s.
• Provide accurately all needed reports & data to superior/s.
• Ensure proper documentation and filing to customers’ requests.
• Attend daily/weekly/monthly staff meetings and proactively raise issues for group discussions and information sharing.
• Support the continuous enhancement of City Edge’s database quality and enrichment by collaborating with internal (and external) partners.
• Follow quality standards for customer and prospect data capture.
• Analyse City Edge’s customer behaviour.
• Handle customers’ requests and inquiries received via (call center/mobile app/website/social Media) on time (following given SLAs).
• Handle customer complaints and provide appropriate solutions in compliance with the company’s policy & procedures.
• Meet walk-in customers with minimum waiting time and enhance the overall customer experience.
• Reply to customer calls, e-mails, and letters per SLAs.
• Achieve customer satisfaction via professional handling, timely problem resolution, product knowledge, regular updates, and willingness to help.
• Proactively share updates & build sustainable relationships of trust with customers through consistency and accurate sharing of information.
• Conduct all necessary follow-ups with other departments on behalf of the customer to resolve his problems / accommodate his requests.
• Report repeated complaints/areas of improvement/challenges facing the team to the management for their reference and relevant action.
• Perform any additional tasks as requested according to the company’s policies and procedures.

Education and Most Common Work Experience Requested

• Bachelor’s Degree in Marketing, Finance, Business or equivalent.
• 1-3 years of experience, previous experience in real estate is preferred.