Sales Executive

Responsibilities:

Customer Experience Management:

• Design and implement strategies to improve customer interactions across all touchpoints. 
• Monitor service delivery to ensure it meets or exceeds expectations. 
• Identify friction points and implement solutions to enhance the customer journey. 
• Standardize best practices for consistent service quality. 

Issue Resolution & Crisis Management:

• Respond to complaints and issues promptly to minimise escalation. 
• Investigate root causes and implement preventive measures. 
• Mediate conflicts between customers and internal teams. 
• Maintain customer trust and protect brand reputation during crises. 

Feedback & Continuous Improvement:

• Collect, analyze, and act on customer feedback from surveys, calls, and online channels. 
• Implement programs to improve satisfaction, loyalty, and retention. 
• Track KPIs and report insights to leadership for strategic decision-making. 
• Continuously refine processes, policies, and service offerings. 

Team Leadership & Collaboration:

• Lead customer support and satisfaction teams to deliver excellence 
• Train staff on customer service best practices and brand standards. 
• Foster a culture of accountability and proactive problem-solving. 
• Collaborate with marketing, sales, and operations to align on customer expectations. 

Measurement & Reporting:

• Track key metrics: NPS, CSAT, resolution time, repeat complaints, retention 
• Analyze trends and implement corrective actions. 
• Report performance and impact of initiatives to executive leadership. 
• Ensure all improvements translate into measurable business outcomes

Requirements:

• A minimum of 1 year of experience.
• A minimum of a degree in a related field.