Customer Care, Internships, Volunteering,
Customer Experience Documentation Intern
Must have skills
- Strong problem-solving skills Excellent planning and organizational skills Analytical thinker Maintain high level of confidentiality Attention to details Strong team player with the ability to work independently
- Good communication skills
- Willing to perform repetitive tasks for extended periods
- Self motivated
- Ability to work under pressure Flexible
Qualifications
- A diploma in business administration or equivalent qualification.
- Experience in sales, business development, customer service, and customer experience is an added advantage.
- Proficient in using digital document management systems and software.
- Certificate of good conduct.
- Basic computer literacy.
Job Role
- Handle the filing and organization of customer documents in a systematic manner.
- Upload and sort customer documents into designated storage systems and cabinets.
- Maintain an accurate and up-to-date storage tracker to track the location of customer documents.
- Ensure that customer documents are stored securely and in an orderly fashion for easy retrieval.
- Collaborate with team members to ensure efficient workflow and coordination of document management processes.
- Adhere to company policies and procedures regarding document handling, storage, and confidentiality.
- Assist in the development and improvement of document management systems and processes.
- Perform regular audits to ensure the accuracy and completeness of customer document records.
- Support the team in various administrative tasks related to document management and retrieval.
- Communicate and coordinate with relevant departments to obtain missing or updated customer documents as required.
- Responsible for keeping current clients satisfied and delivering exceptional client service on a day-to-day basis.
- Proactive customer support.
- Nurturing customer interactions
- Develop strategies to achieve the desired and intended customer experience.
- Raising red flags wherever the business process – billing, installation or anything pre- or post-sales – needs correction to ensure the customer has a seamless experience with the company.
- Identifying customer needs and taking proactive steps to maintain positive experiences.
- Understand customers, what they need, and when they want it.
- Ensure real-time end to end-customer experience.
- Understanding customer behavior and preferences across all touchpoints
- Facilitating more meaningful customer interactions.
- Enabling the end-to-end customer experience.
- Improving speed to market and agility and building a new customer base to maximize sales.
- Understand customer needs and offer solutions and support.
- Research potential leads from business directories, web searches, or digital resources.
- Prepare day-by-day reports required for reporting.
- Perform any other duty(ies) as will be assigned from time to time by the supervisor or management.
Customer Experience Intern
Must have skills
- Attention to detail
- Team Player
- Good problem solving skills
- Analytical skills
- Excellent time and project management skills
- Ability to work independently
Qualifications
- Diploma in business administration or equivalent qualification.
- Experience in sales, business development, customer service and customer experience is an added advantage.
- Proficient in using digital document management systems and software.
- Certificate of good conduct.
- Basic computer literacy.
Job Role
Shift Aa
- Helping customers fill in the inspection forms at the office.
- Verify customer documents to determine which program they lie in.
- Ensuring customers are served well and experience excellent customer experience.
- Creating and updating inspection in the inspection tracker as outlined in the customer experience office sop. This includes inspections done at the station.
- Ensuring customer belongings are stored in a safe and accessible place.
- Uploading customer documents in SharePoint or/any designated storage.
- Assisting customers with all other issues say card replacement, station inquiries, referral inquiries when need arises.
- In charge of handover to customers after conversion (Slot 2).
Shift Ab
- Helping customers fill in the checks, service or uninstallation job cards/forms at the office.
- Ensuring customers are served well and experience excellent customer experience.
- Ensuring customer belongings are stored in a safe and accessible place.
- Uploading customer documents in SharePoint or/any designated storage.
- Creating and updating checks and service tickets in the Freshdesk software as outlined in the customer experience office SOP and/or Freshdesk SOP. This includes the checks and services done at the station.
- In charge of checks, services, and uninstallation data and report.
- Assisting customers with all other issues say card replacement, station inquiries, referral inquiries when need arises.
- In charge of handover to customers after conversion (Slot 2).
Shift B
- Ensuring customers are served well and experience excellent customer experience.
- Helping customers fill in the conversion agreement form at the office.
- Verifying conversion customer documents and ensuring they are shared to the correct email.
- Counter-checking customer details in the conversion agreement and inspection authorization forms. The forms should be correctly filled out by the customer.
- In charge of recording data in the daily activation excel and total converted data.
- In charge of handover to customers after conversion (Slot 1).
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Shift C
- Management of Freshdesk tickets to ensure all tickets are resolved on time and a list send to call Centre to close the tickets.
- Manage the customer experience WhatsApp inboxes and updates and ensure all tickets are raised and resolved.
- Implementation, review, and evaluation of customer experience processes.
- Work hand in hand with the social media management team to ensure all customer inquiries and requests are addressed and tickets raised are resolved.
- Supervise customer experience attendants/front desk attendants ensuring reports are correct and duly updated and SOPs and structures are followed.
- Monitor inspection and conversion schedules.
- Managing and identifying areas of growth within the customer experience across all touchpoints.
- Establish communication mediums through which customers can readily contact a company and vice versa.
- Monitor the activities of the customer service team to ensure compliance with acceptable standards of customer service.
- Perform any other duty(ies) as will be assigned from time to time by the supervisor or management.
Customer Experience Documentation Intern