Customer Engagement Specialist

As a member of a fast-growing training company, you will hold dual responsibilities of maintaining relationships with current customers and actively seeking to expand the customer base. The focus is on both retention and acquisition, encompassing duties such as relationship management, customer outreach, and new customer acquisition strategies. This role is crucial for ensuring overall customer satisfaction and business growth through effective engagement and expansion efforts.

The ideal candidate is self-motivated, resourceful, detail-oriented, and dedicated, with excellent time management skills, a high level of responsiveness, maturity, and a can-do attitude.

Job Responsibilities

Customer Relationship Management:

Build and maintain strong relationships with existing customers.
Serve as the main point of contact for customer inquiries, issues, and feedback.
Ensure timely and effective responses to customer needs and concerns.

Customer Outreach and Engagement:

Proactively reach out to existing customers to check on satisfaction levels and gather feedback.
Develop and implement strategies to increase customer engagement and loyalty.
Conduct regular follow-ups to ensure ongoing customer satisfaction.

New Customer Acquisition:

Identify and prospect potential new customers through various channels (networking, referrals, etc.).
Develop and execute plans to attract and convert leads into new customers.
Collaborate with marketing team to coordinate efforts and optimize conversion rates.

Retention and Upselling:

Develop strategies and initiatives to retain existing customers.
Identify opportunities for upselling or cross-selling additional products/services to existing customers based on their needs and usage patterns.

Cross-functional Collaboration:

Work closely with cross-functional teams (marketing, learning development, program management etc.) to align customer engagement strategies with business objectives.
Communicate customer needs and insights internally to drive continuous improvement and innovation.

Feedback Analysis and Reporting:

Gather and analyze customer feedback and data to identify trends and areas for improvement.
Prepare regular reports on customer engagement levels and acquisition metrics.

Requirements

Education / Experience Requirements:

Degree from a recognised university
Minimum 5 years and above relevant working experience in financial services training, corporate training or financial services.

Skills:

Communication: Excellent verbal and written communication skills for effective client interaction and engagement.
Customer Service: Strong customer service orientation to address client needs and enhance their experience.

Sales and Marketing: Ability to promote training programs and generate new business opportunities.
Project Management: Organizational skills to manage multiple clients and projects simultaneously with good time management.
Problem-Solving: Analytical skills to identify client issues and develop effective solutions.

Abilities:

Relationship Building: Capacity to establish and maintain strong long-term relationships with clients.
Adaptability: Flexibility to adapt to changing client needs and industry dynamics.
Attention to Detail: Keen eye for detail to ensure accuracy in client communications and program delivery.
Empathy: Understanding and addressing the unique needs and concerns of clients.
Tech Savvy: Proficiency in using software, virtual meeting platforms, and other relevant technology tools.