Senior Customer Delight at HealthifyMe
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.
•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.