Member Engagement Associate

Job purpose:

Being the initial point of contact with our customer, your primary mission is to ensure providing a positive memorable experience from minute 1 for our prospect, active and screened out customers across all touchpoints. You will be assisting them with any inquiries in a swift, proficient, and friendly manner. Your role is instrumental in customer loyalty by addressing concerns and issues, and by contributing to initiatives and programs that will boost customer's confidence, trust, engagement and advocacy

What do we expect from you:

Key duties along the customer journey:

1. Membership Process:

• Owning the customers' membership process from application to becoming an active member.
• Communicating with prospect/members in process via inbound and outbound phone calls, WhatsApp and emails
• Attending to customer's inquiries and or complaints in person, by telephone, or by email according to the set SLAs
• Establish and maintain good rapport with customers by using positive language and anticipating their needs
• Document their interactions when necessary and compiling their documents
• Working closely with the Marketing team on communication scripts.
• Adhere to the set process to ensure finalizing the membership cycle timely and efficiently
• Conduct referral verification calls
• Ensure applicants are eligible to the set criteria
• Contact and meet clients face to face to finalize memberships (Contract & Cheques) and follow up on pending cases to ensure finalization
• Collect and file membership documents from the customer and ensure nothing is missed and that they are safely archived
• Accurately record all customers' data on the CRM ensuring 100% accuracy
• Accurately and timely update the CRM system with all stages across the membership process
• Timely update customers with their application status
• Responsible for ensuring safeguarding business and customers' data of all forms either sensitive or non-sensitive or else will be subject to disciplinary action that might lead to dismissal.
• Follow up with customers to ensure timely payment settlement
• Use the set FAQ (Frequently asked questions) list or the set scripts to answer their inquiries

2. Customer experience monitoring and enhancement:

• Constantly participate in measuring customers' pulse in different forms such as:
• The Bi-weekly feedback survey
• Selecting sample of clients to call to obtain detailed personalized feedback
• Other surveys as applicable
• Working with the Technology team to gather important data from the application as an important source reflecting customers' feedback and behaviors
• Will be assigned specific departments whom he/she will act as their CX Partner
• Under the guidance of the manager, they will closely work with the management of these departments on:
• Ensuring the department attend to customers' complaints/inquiries as per the set SLAs
• Identifying the areas of improvement as well as the opportunities for leverage
• Supporting them develop and implement initiatives and or programs to address these areas aiming at enhancing customer experience
• Collaborate with the marketing and events teams for the execution of any initiatives as applicable

Health and Safety:

Strictly adhere to the Health, Safety and Environment instructions at all times.

Continuous improvement:

• Always on the quest for creative and unique initiatives to contribute to increasing customers' engagement and advocacy and/or to add to the business
• Search for the up to date practices that has to do with customer experience and customer delight

What do you need to perform your role:

To perform your job successfully, you need to have the following minimum requirements:

Education and experience:

• Bachelor degree in a relevant discipline
• 1 - 2 years of experience

Skills and knowledge:

• Computer literate. Experience in CRM systems is a plus
• Innate emotional intelligence and capable of handling complaints and angry customers in a professional and balanced manner
• Dynamic and agile
• Highly organized
• Eye for details
• Excellent communication and ability to build rapport
• Creative
• Strong follow up
• Problem solver