Customer Experience Lead

Job Description

• This role of HBB Customer Experience Lead will report within Customer Experience Department. He/she will be responsible for developing and leading the customer lifecycle engagements across different touch points to improve customer satisfaction, loyalty and minimizing HBB churn.

Responsibilities

• Manage HBB & FWA base through tele-calling 
• Call new HBB customers to provide products orientation
• Call existing customers to get subscriptions and usage behavior insights and provide necessary support when required
• Collect products and other related market insights for HBB products and report to management for business turnaround
• Collect, analyze, escalate all issues captured from customers during the call and feedback within service level agreement.
• Produce daily Tele-calling report and share with relevant stakeholders.

Qualifications

• Business related degree with at least 2 -3 years’ work experience in Customer experience.  
• Good organizational and teamwork skills (ability to get the best out of the team)
• Resilient, self-driven and motivated 
• Excellent and effective communications skills, both orally and written
• Customer-centric with good problem-solving skills