Customer Experience Executive

Are you passionate about delivering exceptional customer service and ready to embark on the next chapter of your career? Join our client, a well-established company in Malta, as a Customer Experience Executive. In this role you’ll have the opportunity to enhance customer satisfaction while advancing your career in a supportive and dynamic environment. Interested? We at Ceek would love to hear from you!

What's expected of you?

• Oversee and evaluate the customer experience across all touchpoints within the organisation, identifying opportunities for customer-focused improvements by reviewing internal processes
• Design and manage a plan to improve the customer journey, including strategies for internal communication to promote a customer-centric culture.
• Develop and implement strategies and action plans to boost customer satisfaction and loyalty.
• Continuously develop and manage the delivery of accurate, timely, relevant, and user-friendly service information
• Coordinate and conduct research and surveys, analyze the results, and present actionable recommendations.
• Provide support for the timely and professional resolution of customer complaints and escalations.
• Create and maintain reports and dashboards to monitor key performance metrics across the organization.
• Evaluate internal operational and customer service procedures to ensure outstanding service in line with established customer experience standards.
• Ensure alignment between the management of the company's customer experience and employee experience policies.

What are you expected to bring?

• Bachelor’s degree in business, marketing, or a related field.
• Previous experience in customer service, customer experience, or customer success roles.
• Demonstrated success in delivering outstanding customer experiences and driving improvements in satisfaction and retention.
• Experience in implementing or overseeing Voice of the Customer (VOC) programs within organizations
• Excellent command of English, both written and spoken; knowledge of Maltese is a plus.
• Strong interpersonal skills with the ability to communicate effectively and build relationships.
• Excellent problem-solving abilities and a proactive approach to handling challenges 

What's in it for you?

• Competitive salary
• Opportunity to work for a reputable company 
• A dynamic and challenging environment

We are already interviewing for this position, and our client will start interviews next week. If you meet the criteria and are interested in this exciting opportunity, we'd love to hear from you!