Customer Experience Specialist

Actively listen to customers to identify their issue and offer suitable solutions to meet to address their concern.

• Resolve at least 90% queries received on the first instance without escalation.
• Ensure accurate data logging into the CRM system in compliance with internal standards.
• Able to identify problems and make recommendation for change or improvements.
• Able to assess issue severity, distinguishing between life‑threatening situations, red flags, and normal feedback.
• Build and maintain positive, trusting relationships with customers through open and empathetic communication.
• Stay informed about new and changing policies to ensure the provision of accurate advice to customers, while also engaging incontinuous learning to broaden knowledge relevant to the role.
• Participate in cross‑training to expand expertise in other domains.
• Manage concurrent workstreams efficiently in a fast‑paced environment,...