Customer Experience Executive
Be up-to-date with product knowledge of ILA courses, basic methodology, systems (Moodle, ILA connect, ILA accounts, reminder, attendance, gradebook/test score, Student handbook, etc.), etc.
Be up-to-date with ILA customer’s views of competitor and emergent trends in the market.
Assigning customer list to CE officers for daily calls.
Data gathering, synthesis and analysis of customer calls, staff survey, or ad-hoc surveys.
Identifying trends & supporting evidence through quantitative (customer numbers) or qualitative (VOC) evidence.
Preparing monthly / quarterly / yearly report for relevant departments.
Maintaining database of historical data, mining or extracting new data as requested by other departments through the CES.
Supervising CE officer’s call quantity and quality.
Providing induction or follow-up training for CE officer’s or new managers.
Make market research calls as back up for staff, facilitate in customer focus groups, or customer-facing research.
Any other reasonable task assigned by the CES.
reports ready by deadline
quality of reports
Attention to detail
Qualifications: Bachelor Degree - 2 years of experience in a service related role
Computer: Microsoft Office, particularly Excel and Powerpoint (or like presentation system)
CANDIDATE INFORMATION (All information below is compulsory. Kindly complete all information)