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Client Experience Specialist
at
Kaiterra
in Beijing
The Client Experience Specialist for Kaiterra helps drive the planning and execution of delightful client interactions that are on brand and in line with company goals. This role is responsible for customer satisfaction and product development feedback.
This position reports to the Global Marketing Lead and is accountable for the planning, strategy and execution of customer experience strategies and works with marketing and product teams to create and execute the customer experience and UX plan.
Key deliverables:
1. To develop a deep understanding of the brand and the business
2. To ensure that the client experience is on brand
3. To delight customers
3.a. To understand how to delight the client
- Implement or utilise tools to monitor and measure client experience
- Communicate with the client by phone, text, email or other channels
- Answer customer service queries and create systems to improve customer service
- Facilitate and implement focus groups for product surveys etc.
- Analyse the data to make relevant and effective recommendations
3.b. To design and implement strategies to delight the client
- Plan - develop and design systems to delight the client
- Propose - analyse and present data and recommendations logically and based on data
- Execute - manage yourself and what other resources necessary to implement the plan that has
been proposed and ensure that it can be completed on time.
Characteristics:
- Smart: able to understand new concepts and ideas quickly and apply them immediately
- Analytical and logical: able to use excel and other tools to summarize and provide insights that can be used for strategic planning
- Learn independently: able to self-reflect and take feedback and independently improve their skills
- Self-directed and self-motivated: able to set goals independently and work towards them in a systematic and focused manner.
- Have excellent listening skills: to seek to understand the client and team despite communication barriers and ensure that the essence of what the other person is trying to communicate is 100% understood.
- Has high personal standards: aims to always create and produce works that they would gladly sign their name on and include in their portfolio
Qualifications
- Is a mature adult who is able to take responsibility for their actions and be a contributing member of the team
- Minimum of 1-2 years of work experience
- Microsoft Outlook, Word, Excel, PowerPoint
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Published at 24-Apr-2019
Viewed: 5314 times
Viewed: 5314 times