Customer Experience Executive

KEY RESPONSIBILITIES
• Handling customer queries i.e., Handling customers calls and emails coming to KCBT contact center. through social media with collaboration with Marketing Department
• Conducting below the line campaigns/communication through bulk SMS and calls
• Conducting all branches daily system health check surveys
• Handle queries coming through social media with collaboration with Marketing.
• Compile customer experience reports.
• Supporting branches in resolving issues particularly when other units /departments are involved (escalated and long outstanding customer queries)
• Support in deployment of customer experience projects
• Conduct quality checks on raised complaints from branches.
• Participate fully in preparing and supporting customer engagement activities.
• Cross selling other products of the bank
• Facilitate customer surveys (NPS & CES) with the support from Group Strategy team.