Customer Engagement Executive

Our innovative and growing company is searching for experienced candidates for the position of Customer Engagement Manager.

• Providing excellent service and support to the existing customers to build healthy relationships with them.
  




• Interact with customers, analyse feedback and develop new techniques to ensure customer retention.
  




• Respond to customer queries and address service complaints in a timely manner.
  




• Ensure rapid adoption and enablement of the solutions
  




• Identify Customer's needs, and suggest new products and services that suit their interests.
  




• Provide excellent customer service and ensure customer satisfaction.
  




• Build positive relationships with customers for repeat businesses.
  




• Collaborate with different teams and monitor all aspects of the project, including communication, development and technology.
  




• Provides constant feedback to Delivery Team on the customer account environment
  




• Ensure timely renewals. Track and contact leaving customers for renewals.
  




• Develop new strategies for customer retention activities.
  




• Collect reviews and testimonials that appraise the brand image.
  




• Work with the Marketing Manager in implementing promotion activities.
  




• Maintain complete, consistent and quality activity/contact records in CRM
  

Requirements

A customer engagement manager needs to study their product usage, welcome new clients, contact customers, and renew expired subscriptions. He/She needs to look into client feedback and track how each project offers value.

• Diploma / Degree in any field with 1– 3 years experience.
  




• Creative thinker with desire and willingness to roll up sleeves to get things done.
  




• A whole-brain contributor with the ability to analyse data and extract meaningful implications to drive differentiated solutions and, then, communicate these solutions in simple, fact-based ways
  




• Adept at complex problem-solving.
  




• Excellent interpersonal skills with the ability to lead collaboratively, using influencing skills.
  




• Good English communication skills, both written and verbal.
  




• Relationship-building skills
  




• Ability to meet tight deadlines and multi-task
  




• The ability to manage cross functionally both internally and with the customer
  




• The ability to manage multiple accounts simultaneously
  




• 2+ years of experience in sales of Saas based product
  




• Diploma/Degree in Human Resource Management/ Marketing/ Operations
  




• Knowledge in Contact Centre and customer service preferred
  




• Focus on delivering a personalized approach
  




• Upholds high standard of integrity