What do we expect from you:

Key duties along the customer journey:

Membership Process:

• Owning the customers’ membership process from application to becoming an active member.
• Communicating with prospect/members in process via inbound and outbound phone calls, Whatsapp and emails
• Attending to customer’s inquiries and or complaints in person, by telephone, or by email according to the set SLAs
• Establish and maintain good rapport with customers by using positive language and anticipating their needs
• Document their interactions when necessary and compiling their documents
• Working closely with the Marketing team on communication scripts.
• Adhere to the set process to ensure finalizing the membership cycle timely and efficiently
• Conduct referral verification calls
• Ensure applicants are eligible to the set criteria
• Contact and meet clients face to face to finalize memberships (Contract & Cheques) and follow up on pending cases to ensure finalization
• Collect and file membership documents from the customer and ensure nothing is missed and that they are safely archived
• Accurately record all customers’ data on the CRM ensuring 100% accuracy
• Accurately and timely update the CRM system with all stages across the membership process
• Timely update customers with their application status
• Responsible for ensuring safeguarding business and customers’ data of all forms either sensitive or non sensitive or else will be subject to disciplinary action that might lead to dismissal.
• Follow up with customers to ensure timely payment settlement
• Use the set FAQ (Frequently asked questions) list or the set scripts to answer their inquiries

Customer experience monitoring and enhancement:

• Constantly participate in measuring customers’ pulse in different forms such as:
• The Bi-weekly feedback survey
• Selecting sample of clients to call to obtain a detailed personalized feedback
• Other surveys as applicable
• Working with the Technology team to gather important data from the application as an important source reflecting customers’ feedback and behaviors
• Will be assigned specific departments whom he/she will act as their CX Partner
• Under the guidance of the manager, they will closely work with the management of these departments on:
• Ensuring the department attend to customers’ complaints/inquiries as per the set SLAs
• Identifying the areas of improvement as well as the opportunities for leverage
• Supporting them develop and implement initiatives and or programs to address these areas aiming at enhancing customer experience
• Collaborate with the marketing and events teams for the execution of any initiatives as applicable