Senior Customer Experience Consultant

Finance Business Support Group

• Crafting a customer journey map for customer onboarding process across different customers types
• Providing detailed customer onboarding information to the customers
• Serve as main point of contact for the customer during onboarding
• Develop and implement a customer onboarding plan
• Manage customer onboarding progress and address any issues, queries, and enquiries from customers
• Providing customers with details across different products and services (B2B and B2C) and helping them through activities such as raising a compliant, order management, making payments, checking request statuses, etc.
• Continuously interact and be updated with the latest marketing campaigns, offers, etc. across different products
• Updating customer data and information in case of errors, or raising it to the respective teams (MDM, Sales, etc.), as required

• Bachelor s degree or equivalent experience
• Proficient in Microsoft Office Suite Applications
• demonstrated ability in a B2B and B2C account management environment
• Proven abilities to handle large volume of service requests daily using SAP, Salesforce or CRM tracking tool.
• Accurate data entry and detail oriented
• Strong problem solving abilities and capacity to independently prioritize and coordinate work to meet customer service request timelines.
• Superb communication (verbal written) skills and ability to function effectively, independently and as part of a team.
• Ability to prioritise and take direction from many sources; flexibility and adaptability to change.

Negligible travel should be expected with this role This role is eligible for relocation within country This position is a hybrid of office/remote working Agility core practices, Analytical Thinking, Business process improvement, Commercial Acumen, Communication, Conflict Management, Creativity and Innovation, Customer centric thinking, Customer enquiries, Customer experience, Customer value proposition, Digital fluency, Resilience, Sustainability awareness and action, Understanding Emotions, Workload Prioritization