Summary -

Executive - Customer Delight will be primarily responsible for executing customer acquisition and retention strategies. The successful candidate will drive customer acquisition and retention by analyzing key data points, initiating pro-active customer interactions through written and verbal communications, documenting interactions in internal systems, coordinating the organization's efforts to resolve customer issues in a timely and accurate fashion.

Essential Duties and Responsibilities -

- Answer customer calls courteously to provide information about products and services, arrange consultations and obtain feedback about service

- Interact with customers through phone, e-mail or online chat medium concerning various queries.

- Ensure satisfactory resolution of customer grievances. Interface with respective individual/ department for resolution of complaints. Ensure appropriate escalation of unresolved complaints.

- Reviewing customer subscription details, establishing rapport with the customer, and retaining customer base and revenue

- Maintaining a balance of customer satisfaction while retaining revenue

- Identifying up-sell and value-add sales opportunities and delivering to the sales team for execution

- Ensuring accuracy and consumer satisfaction by having attention to detail

- Serving as company ambassador delivering quality product information and assistance

- Keep records of customer interactions and transactions, recording details of inquiries, complaints, comments, and actions taken.

Qualifications -

- Strong written and verbal communication skills

- The ability to analyze data and research results

- Exceptional listening skills and problem solving ability

- Excellent time management skill and keen attention to detail

- Ability to manage and prioritize tasks

- Customer focus with a high level of enthusiasm and a positive attitude

- Ability to work within teams to exceed customer expectations

- Proven track record of reliability

- Possess high level of confidence, desire to succeed, and assertiveness

- Experience working independently and scoping/executing high quality deliverables are a must

- Ability to remain fact focused in emotional situations

- Hospitality industry expertise and call center expertise is a plus.

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