Customer Delight Officer

The Customer Delight Officer is responsible for ensuring exceptional customer experiences throughout all touchpoints of the customer journey. They play a crucial role in building and maintaining positive relationships with customers by addressing their needs, resolving issues, and exceeding their expectations. The primary focus is on enhancing customer satisfaction, loyalty, and advocacy.

Internal Customer Delight

External Customer Delight Customer Support
• Provides prompt and personalized support to customers through various communication cannels ( Phone, email, chat, social media, client visitations, etc.)
• Address customer inquiries, concerns, and complaints professionally and efficiently.
Relationship Management
• Building and nurtures strong relationships with customers to understand their needs, preferences and pain points of subsidiaries.
• Acts as the primary point of contact for key customers and maintain regular communication to ensure satisfaction.
• Customer Retention Rate: Track the percentage of customers who continue to use the company's products or services over time.
Issue Resolution:
• First Contact Resolution (FCR): Measure the percentage of customer issues resolved during the initial contact.
• Provide a customer complaint handling, compensation program and monitoring for all Business Units.
• Collaborate with relevant teams within the organization to expedite solutions and follow up until resolution for a specific business unit.
Customer Satisfaction
• Create the right culture of communication and feedback
• Cascading CSAT survey from quarterly
• Monitoring of CSAT Survey Form
• Collecting responses of CSAT survey form
• Reporting the total grade / result of CSAT per Division with Action Plans from Division heads.
• NPS - Assess customer loyalty and likelihood to recommend the company to others.

Customer Feedback:
• Analyze feedback to identify trends, areas for improvement, and opportunities to enhance the overall customer experience.
• Monitoring customer satisfaction levels and key performance indicators.
• Customer Effort Score (CES): Assess the ease of doing business with the company from the customer's perspective.

Customer Engagement
• Develop and execute customer engagement initiatives such as loyalty programs, exclusive offers and personalized communications to strengthen relationship and ensure client saturation and expansion between companies.

TRAINING DEVELOPMENT

DATA DEVELOPMENT Providing and attending training sessions:

• Stay updated on industry best practices and customer service trends.
• Participate in training sessions to enhance skills and knowledge related to the role.

Data Development
• To collect data on consumers, competitors and consolidating information into actionable items, reports and presentations
• Maintain accurate and up-to-date customer records and interaction in the customer relationship management system.
• To interpret data, formulate reports and make recommendations.
Providing of the monthly reports for each Business Units (EHI, EMI, ETMC, ESEI)
• Quarterly Reports of results of Internal CSAT with recommended actionable items discussed with the division head.
• Maintain records of External Feedback report in collaboration with customer delight officers for each business units.
Behavioral Competencies • Problem Solver and Critical Thinker Mindset
• Entrepreneurial Spirit
• Leadership Skills
• Integrity, Respect and Excellence
• Strong Work Ethic
• Interpersonal Skills
• Highly Organized
• Excellent Communication Skills
• Meticulous Attention to Detail
• Motivation, Coaching, Mentoring
• Personal Effectiveness
• Adaptability
• Receptivity to Feedback
• Learning Agility
• Dedication to Lead
• Values Driven
• Conceptual Thinking
• Navigates Ambiguity
• Culture Fit
• Passionate about Customers/ Customer Delight
Technical Competencies • Proficiency in using CRM software to manage customer interactions, track customer history, and analyze data for insights into customer behavior and preferences.
• Ability to effectively communicate with customers across various channels such as phone, email, live chat, social media, and in-person interactions.
• Comfort with technology and the ability to quickly learn and adapt to new software platforms, tools, and systems used for customer support and engagement.
• Basic understanding of data analysis principles to interpret customer feedback, trends, and metrics for decision-making and continuous improvement of the customer experience.
• Thorough understanding of the company's products or services, including features, benefits, pricing, and technical specifications, to provide accurate information and support to customers.
• Strong problem-solving abilities to identify root causes of customer issues, propose effective solutions, and follow through to ensure resolution and customer satisfaction.
• Ability to identify inefficiencies in existing processes and propose improvements to streamline operations and enhance the overall customer experience.
• Effective time management skills to prioritize tasks, handle multiple customer inquiries simultaneously, and meet service level agreements (SLAs) for response and resolution times.
• Proficiency in documenting customer interactions, resolutions, and feedback, and generating reports to track KPIs and performance metrics.
• Understanding of quality assurance principles to ensure consistency and accuracy in customer interactions, adherence to company policies and procedures, and compliance with regulatory requirements.
• Ability to collaborate effectively with other departments such as sales, marketing, product development, and technical support to address customer needs, share insights, and drive customer-centric initiatives.
• Willingness to stay updated on industry trends, best practices in customer service, and emerging technologies to maintain a competitive edge and deliver exceptional customer experiences.
Minimum Qualification Standards • Bachelor's degree in business, marketing, or a related field
• Strong understanding of sales processes, strategies, and methodologies.
• Excellent communication skills (written and verbal comms)
• Proficiency in marketing software and sales analytics tools.
• Strategic thinking and problem-solving abilities.
• Ability to adapt to changing market conditions and competitive landscapes.
• With 3-5 years Customer Experience incorporate set up.