Job Description

Customer Relationship Management: Handle customer inquiries, concerns, and complaints in a timely and professional manner, ensuring positive resolutions. Build and maintain strong relationships with customers to enhance loyalty and satisfaction. Complaint Handling : Oversee the complaint handling process and ensure that all complaints are addressed in a timely and effective manner. Analyze complaint trends and identify root causes of recurring issues. Provide regular reports on complaint handling performance to senior management. Incident Management: Lead the response and recovery activities for critical incidents, managing the lifecycle from detection through resolution. Coordinate with cross-functional teams to minimize service disruptions and ensure efficient incident resolution. Develop and refine incident management processes, aligning them with organizational goals and objective Customer Experience Strategy Development: Develop and implement initiatives to improve the customer experience across all touchpoints and channels. Collaborate with cross-functional teams (e.g., Product, Sales, Marketing) to address customer pain points and enhance processes. Product Improvement and Bug Analysis: Analyze customer-reported bugs and collaborate with the tech team to ensure timely resolution. Generate ideas to enhance Aspire s products and services, reporting issues and potential improvements to relevant teams. Customer Satisfaction and Experience Metrics: Monitor, track, and report on key customer satisfaction and experience metrics (e.g., NPS, CSAT). Regularly assess and present actionable insights to improve performance across these metrics. Industry Best Practices: Stay up-to-date on the latest trends, tools, and best practices in customer experience management. Proactively apply industry insights to refine strategies and enhance service quality . Requirements: Bachelors degree in Business, Finance, or a related field. Minimum of 5 years of experience in customer experience management, incident management, or a related role. Strong understanding of customer experience principles and incident management processes. Excellent communication and interpersonal skills. Proven ability to analyze data and translate insights into actionable strategies. Experience collaborating with cross-functional teams to drive process improvements. Ability to manage multiple tasks and projects simultaneously in a fast-paced environment. Proficiency in customer relationship management (CRM) software and incident management tools. The role requires to work during weekends (Wed- Sun). What we offer Uncapped flexible annual leave. Hybrid work arrangement. Training subsidy for your professional growth. Wellness benefit. Team bonding budget to foster collaboration and sense of belonging. Flexibility to work from anywhere (for up to 90 days per annum). Culture is Key: We always strive to cultivate a special culture that brings special talents together - You can learn more about our culture on our careers site and LinkedIn Life page .