Customer Experience Executive (Systems)

Objectives and Purpose of the Job:

To manage customer experience designs and systems to ensure optimal performance across Seprod Group.  

Main Duties and Responsibilities:

1. Manage relations with system vendors in regard to existing integration and feature functionalities of internal CRM, Customer Care Management & Survey Systems. 
2. Ensure maintenance for existing surveys (i.e., distribution frequency, changes, etc.)
3. Design new survey configuration and adaptation in various channels.
4. Ensure automated process design to ingest metadata into systems database.
5. Create and maintenance of custom metrics design for widget creation.
6. Design and maintenance of Dashboards for group and support markets.
7. Integrate CX metrics and projects with various touchpoints (i.e., Digital and Non-Digital)
8. Develop systems knowledge in the organization through trainings.

Academic/Technical/Management: Experience and Qualifications:

1. Bachelor’s Degree in Business Administration, or related field
2. A minimum of three (3) year experience in customer service environment, managing platforms intermediating the functional and technology side.
3. Knowledge of Customer Service principles and Customer Obsessed oriented.
4. Knowledge and experience working with customer experience systems i.e. Qualtrics, VTiger, Asterisks, Medallia, Clarabridge, Tableau, and SPSS.
5. Good communication and organizational skills

Abilities; Skills; Experience; Aptitude and Judgement:

1. Excellent customer relation skills
2. Product knowledge, Quality Focus
3. Strong verbal and written communication and analytical skills
4. Good organization and problem-solving skills
5. Ability to prioritize multiple tasks to ensure that all are completed on a timely basis.
6. Strong technical skills with setting up surveys and building reports/dashboards.

Other Personal or General Characteristics:

1. Ability to work well in teams
2. Positive attitude and outlook.

External Contacts (Level):

Liaises with external customers/consumers and internal teams i.e. Distribution, Business Development, Marketing and Customer Experience Teams.