Speak with both customers and prospects who didn't convert, using structured interview frameworks to uncover satisfaction levels, reasons for drop-off, and unmet needs
Map out the full customer journey across our services, tracking every touchpoint from first awareness through to post-purchase support
Test existing customer personas against real conversation data, and help refine or reshape them based on what you find
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Speak with both customers and prospects who didn't convert, using structured interview frameworks to uncover satisfaction levels, reasons for drop-off, and unmet needs
Map out the full customer journey across our services, tracking every touchpoint from first awareness through to post-purchase support
Test existing customer personas against real conversation data, and help refine or reshape them based on what you find
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To monitor existing customer's portfolio & contracts and to ensure the fulfillment of customer's evolving needs and satisfaction - Customer satisfaction is our first priority to secure long term relationship.
Review and ensure value-for-money services for customers and the required margin of profits for the Company.
To ensure renewal processes are follow up and closed according to contract anniversary. To review and monitor all renewals are being completed on time.
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Ensure satisfactory after sales service is provided to customers and provide regular communications between the customer and team, to provide strong team representation to meet the customer’s expectations.
Attend to all enquiries from existing customers, especially those pertaining to contract renewals, price increase, up selling and any related issues.
Currently pursuing tertiary education/Final semester (Bachelor's Degree or Diploma in Business Administration, Management, Marketing, Customer Service Management, Office Management course)
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Conduct structured interviews with buyers and non-buyers/churned prospects to understand satisfaction levels, drop-off reasons, and unmet needs, using interview guides and frameworks provided by the CX Executive
Validate customer personas against real interview data, refining assumptions about who our customers are and what drives their decisions
Map the customer journey across our service offerings, identifying every touchpoint from awareness through to post-service
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Demand Generation – Prospecting & Generating new leads/opportunities/ tenders; you will be closely collaborating with the Marketing organization on the same
Get an exposure to sales analytics like pipeline movement, forecasting etc.
Assist with the preparation and delivery of sales presentations.
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