Customer Excellence Executive

About the job

About the Role The Customer Excellence Executive (Off-rolls / Contract) will support the delivery of customer data integrity, contract management, customer satisfaction measurement, and engagement initiatives. This role focuses on executing processes, maintaining accurate records, and providing operational support to ensure a seamless customer experience. The position requires strong attention to detail, effective communication skills, and the ability to work collaboratively with cross-functional teams. Key Responsibilities: 1. Customer Data Integrity • Assist in maintaining and updating customer and outlet master data to ensure accuracy and completeness. • Follow established data governance processes and best practices to uphold high data quality standards. • Support the tracking and management of customer contracts, ensuring compliance with Delegation of Authority Guidelines (DAG). • Monitor contract timelines and coordinate with relevant teams to ensure timely completion. 2. Customer Engagement • Support the execution of the customer Net Promoter Score (NPS) program, including survey distribution, data collection, and basic analysis. • Assist in compiling customer feedback and preparing reports for review by the Customer Excellence Manager. • Help coordinate customer engagement activities, including scheduling, logistics, and documentation. 3. Customer Centricity • Gather and organize customer insights from various sources to support decision-making. • Assist in implementing customer experience improvement initiatives as directed by the Customer Excellence Manager. • Maintain dashboards and reports tracking key customer metrics, NPS trends, and engagement program outcomes. • Provide administrative and operational support to ensure smooth execution of customer excellence programs. Knowledge, Skills & Abilities Education and Experience: • Bachelor’s degree in Business Administration, Marketing, or a related field. • 1–3 years of experience in customer service, customer success, or a related role. • Experience with data management and reporting tools is an advantage. Skills and Knowledge: • Strong attention to detail and accuracy in data handling. • Good communication and interpersonal skills to work effectively with internal teams and customers. • Basic analytical skills and proficiency in Microsoft Excel. • Ability to manage multiple tasks and meet deadlines. • Willingness to learn and adapt to changing priorities. • Familiarity with NPS methodology and customer engagement programs is a plus. Key Attributes: • Customer-focused mindset with a passion for delivering excellent service. • Team player who collaborates effectively across functions. • Organized and proactive, with a problem-solving approach.

Requirements

• Customer Service
• Data Management
• Communication
• Customer Engagement
• NPS Methodology

Qualifications

• Bachelor’s degree
• 1-3 years of experience in customer service

Preferred Technologies

• Customer Service
• Data Management
• Communication
• Customer Engagement
• NPS Methodology