The Customer Experience Assistant must assist in the Customer Experience Manager in maintaining an outstanding customer service to our clients by following and adhering to customer service procedures, guiding our esteemed clientele with enquiries relating to loyalty programs, meeting customer satisfaction goals and log complaints and feedback as required.

Duties and Responsibilities:

• Call clients following appointments to ask for feedback regarding the service provided.
• Follow up on client concerns or requests with the appropriate department.
• Log Complaints in system and action within a reasonable timeframe.
• Create & submit Customer Boards, send customer feedback to sales and aftersales at the end of month.
• Assist the Customer Experience Manager in meeting Customer Satisfaction Goals set on a steady basis.
• Receive feedback from the Customer Experience Manager on the work done to improve skills and perform more effectively.
• Perform other duties as assigned.
• Attending training as requested.

Knowledge:

Administration and Customer Relations – Be knowledgeable in the use of Microsoft Office and other CRM programs to be able to log and document all required interactions with our clients on a central system.

English and Maltese Language – Knowledge of the structure and content of the English and Maltese language including the meaning and spelling of words, rules of composition, and grammar.

Customer and Personal Service – Knowledge of customer relations and how to be able to communicate with our clients in a constructive manner to resolve any complaints or queries relating to the service we provide.

Skills:

• Excellent written and verbal communication skills.
• Good problem-solving skills.
• Empathy and Adaptability.