Representative, Customer Experience | EXA Ceramics

Job Purpose

Support a positive customer experience by handling customer inquiries, following up on requests and issues, coordinating with internal teams, collecting customer feedback, and ensuring customers receive timely, clear, and professional service throughout their interaction with the company.

Key Accountability Areas

Customer Experience Support

• Serve as a contact point for customers and provide support across different service channels.
• Respond to customer inquiries, requests, and concerns in a professional and timely manner.
• Ensure customer interactions are handled in a way that improves satisfaction and trust.

Issue Follow-Up & Resolution

• Receive and document customer complaints, concerns, and service issues.
• Coordinate with sales, logistics, technical support, and other departments to resolve customer issues.
• Follow up with customers to confirm that issues are resolved and expectations are met.

Customer Communication

• Communicate with customers regarding order status, service updates, delivery timelines, and pending requirements.
• Provide clear and accurate information to customers based on approved data and internal updates.
• Maintain professional communication through emails, phone calls, online chats, and other channels.

Customer Feedback & Satisfaction

• Collect customer feedback through calls, surveys, and direct communication.
• Monitor customer satisfaction and highlight recurring concerns or service gaps.
• Share customer feedback with concerned teams to support service improvement.

CRM & Documentation

• Maintain accurate customer records in CRM systems, including inquiries, complaints, follow-ups, and feedback.
• Update customer interaction history and ensure all service activities are properly documented.
• Prepare basic reports on customer feedback, complaints, response time, and service trends.

Cross-Functional Coordination

• Coordinate with internal departments to ensure customer requests are handled smoothly.
• Follow up on pending actions with concerned teams to improve customer experience.
• Support alignment between customer needs and internal service delivery.

Customer Relationship Support

• Build positive customer relationships through professional and helpful service.
• Support customer retention by ensuring consistent follow-up and service quality.
• Identify opportunities to improve customer experience and escalate suggestions to the concerned team.

Role Accountability

HR Proficiency:

• Ability to obtain updated soft and technical skills related to the job.

Delivery:

• Perform the planned activities to meet the operational and development targets as per delivery schedules.
• Utilize resources effectively to achieve objectives within efficient cost and time.
• Provide a periodic report formatted by detailing the deviation and execution of planned tasks.

Problem-Solving:

• Solve any related problems arise and escalate any complex operational issues.

Quality:

• Ensure quality requirements to develop effective quality control and processes including specifications for products or processes or related activities.

Business Process Improvements:

• Coordinate well-defined written systems, policies, procedures, and seek automations opportunities as much as possible.

Compliance:

• Comply to related policy and procedures and work instructions.

Health, Safety, and Environment:

• Ensure compliance of relevant safety, quality, and environmental management procedures and controls within defined area of work activity to guarantee safety, legislative compliance, and delivery of high-quality products/services.

Academic Qualification

Work Experience

Technical / Functional Competencies