Executive - Customer Experience

Job Description

Filter in of technical requests under his /her ownership to ensure qualitative service provided to the customers. Responsible for filter in and submitting of technical requests. Filter out and response to customers to ensure qualitative service provided to the customers. Close follow-up on pending service requests, in order to get a complete and accurate answer. Coordinate between the BUs and customers on technical requests on a daily basis. Streamlining and following all processes in order to obtain an optimal support/service. Building trustworthy relationships with customers, considering the various backgrounds Back up of other team members as per requirement. Coordinate between the BUs and AMs/ customers on technical requests on a weekly/ daily basis. Coordinating and participating TCs with customers. Dealing with complicated issues such as complaints, long pending SRs, sensitive customers etc. Weekly follow up meeting with AM to promote long pending issues. Initiation of new high level ideas to be used as a service/ marketing tool to further improve the service and create an ongoing service discussion with customers and AMs. Responsible for sending customer notifications With technical background-QA/QC/RA/R&D