Customer Experience Management
Compile and analyse information gathered through various channels and manage communication across customer touch points to ensure a consistent and pleasant customer experience
Type
Functional
Competency Area
Customer Relationship and Stakeholder Management
Levels
Engage customers over various platforms by leveraging on available organisational resources
Leverage on organisational resources when engaging with customers over various platforms
Portray professional etiquette when responding to customers over various platforms in accordance with organisational guidelines
Escalate feedback received over various platforms in accordance with the organisation’s guidelines
Identify opportunities to enhance customer engagement
Develop rapport and establish trust with various customer segments through effective verbal and non- verbal communication
Uncover customer requirements and recognise potential business opportunities
Provide prompt service delivery tailored to customer’s initial and subsequent needs through product referrals
Provide coaching in effective machine operation to customers
Apply best-fit conflict resolution techniques when handling objections and conflicts
Identify frequently asked questions asked by customers
Contributes ideas and responses to customers queries and requests
Analyse trends and patterns in the customer service knowledge base
Manage overall customer experience and resolution of escalated customer conflicts
Develop a business case for the customer service knowledge base
Oversee the testing and implementation of customer service knowledge base
Collect feedback on improvements to customer service knowledge base
Provide training and support to users of the customer service knowledge base
Define requirements for verbal and non-verbal communication guidelines
Resolve escalated conflicts and cases
Evaluate customer feedback to identify service gaps in existing customer service
Assess performance of the organisation against (KPIs)
Propose recommendations to improve customer experience throughout the customer life cycle
Drive the overall direction of customer experience according to the brand positioning
Define the scope of the organisation’s customer service knowledge base with relevant parties
Review and endorse the suitable methods and tools for the development of the customer service knowledge base
Evaluate and endorse proposed recommendations for mitigating gaps in current service standards
Forecast impact of recommendations on overall customer value proposition
Oversee the identification and prioritisation of data to be captured in the customer service knowledge base accordance with legal and/or legislative compliance, regulatory compliance and organisation’s policies and procedures
Identify key parties within the organisation to be involved in the development of the customer service knowledge base
Evaluate recommendations to improve the customer experience based on results of monitoring and evaluation
Evaluate and respond to issues arising from compliance to legislation and/or regulations
Synthesise external market practices with existing customer demands to align with organisation’s strategic goals