Client Experience Executive

Prefered skills

Critical Thinking, Key Client Relationships, Time Management, Emotional Intelligence, Customer Service, Analytical Skills

Job description

APPLICATIONS CLOSE ON 24 FEBRUARY 2023

Open to Internal & External Applications

General Description

The role of a CEE is to create exceptional servicing experiences, both digitally and physically. In order to do so a CEE must demonstrate strong product knowledge along with an ability to efficiently interact with clients, understand their servicing journeys, pain points; and align with other business functions or internal stakeholders such as product development, software development, sales, marketing and professional services.

Key Roles and Responsibilities

Cultivating solid relationships with clients through the provision of exceptional after-sales service.
Creating a positive experience for new and current clients.
Regularly interacting with clients through telephone calls, email communications, face-to-face or online meetings.
Identifying ways to overcome clients' initial dislike of company products.
Maintaining an accurate record of all existing and potential clients.
Responding to client escalations in a timely and professional manner.
Training and providing overall guidance to client service employees.
As per the need of the business conduct bespoke testing of development for specific clients.
Complete any and all duties, as required from time to time, that fall outside the employees general scope of daily duties.

Qualifying Criteria

Strong Client Relationship Management skills
Ability to work under pressure
Strong problem-solving expertise
Ability to work with digital servicing tools and methods
Ability to mentor and coach junior resources
Ability to easily transition to new servicing models
Open to travel to regional clients when required
Thrive in a fast-paced environment
Good listening skills and a strong client focus
Strong written and verbal communication skills
Ability to deliver an honest, transparent and high-integrity client experience to all Cardinal clients.
Ability to maintain close working relationships with Clients and colleagues to ensure satisfactory client service
Consistently meeting and exceeding expectations in client service
Self-motivator who uses initiative
Professional and reliable
Delivering Results (know how to execute, get things done)
Accountability
The ability to work effectively in a team/ Collaborative
Attention to detail
A flexible approach to work
The ability to manage your time and to work on several service requests concurrently
Honesty and Integrity
Administrative and organisational skills, ability to multitask, work to priorities and deadlines.
High level of numeracy (mathematically minded) and problem-solving approach
Analytical skills
High level of computer literacy
Analytical thinking
Forward thinking service orientated approach