Customer Experience Agent at Nani Employee Leasing Company (Nani EL)

**Role Summary **

• As a Customer Experience Agent, you will support customer experience, retention, and sales conversion across key customer touchpoints. Your role will involve handling outbound follow-ups, customer check-ins, reactivation and replenishment outreach, abandoned cart recovery, and day-to-day customer communication across calls, WhatsApp, and email. You will work closely with the Customer Experience team and cross-functional teams to deliver a smooth customer journey, drive customer satisfaction, and support business growth. 

Responsibilities

**Customer Follow-Up, Retention, and Support: **

• Conduct pre- and post-delivery calls to customers to gather feedback, address concerns, and ensure a positive customer experience, in line with company SOPs. 

• Make check-in calls to customers 3 weeks after consultations to monitor progress and escalate to Beauty Advisors where additional technical support is required. 

• Follow up on Beauty Advisor appointments to confirm customer attendance at least 24 hours before the scheduled consultation. 

• Make follow-up calls to customers 3 weeks after purchase to request reviews, gather feedback, and maintain customer engagement.

• Follow up with customers approximately 3 months after purchase to encourage product replenishment. 

• Follow up weekly with customers who have abandoned carts to support checkout completion. 

• Follow up on cold leads through WhatsApp and other assigned channels. 

• Reactivate dormant customers who have not shopped with us in a long time. 

• Support additional customer touchpoints and follow-up activities as required. 

• Maintain accurate, timely, and verifiable records of customer interactions, follow-ups, outcomes, and escalations in the relevant systems. 

**Sales Conversion and Customer Engagement: **

• Contribute to sales and conversion goals by supporting customer follow-up, campaign execution, and promotional activity. 

• Support brand and community engagement initiatives, including occasional participation in customer-facing or educational content where needed. 

• Share weekly insights on customer concerns, trends, objections, and preferences. 

• Support customers with order booking and checkout where required. 

**Cross-Functional Coordination: **

• Work closely with logistics, warehouse, and relevant internal teams to support smooth order fulfillment in line with company SOPs and campaign requirements. 

• Gather and share post-purchase and post-consultation customer feedback with the Customer Experience Manager to support retention and service improvement. 

**Contribution to Content and Brand Support **

• Where required, support the team with customer insight-led content or participation in brand-facing initiatives. 

**Communication and Customer Relationship Management: **

• Manage assigned communication channels, including the office line, WhatsApp, and email, and provide timely, high-quality support to customers. 

• Build strong customer relationships that support trust, repeat purchases, and long-term retention. 

• Handle routine customer issues such as delivery updates, order concerns, wrong item reports, and basic product-related queries, escalating where necessary. 

**Other Expectations: **

• Demonstrate strong communication, professionalism, and good judgment in interactions with both customers and internal teams. 

• Represent the brand professionally across customer-facing platforms and service channels. 

• Be comfortable using CRM and customer support tools, and able to work effectively in a fast-paced, target-driven environment.

• Demonstrate commercial awareness and a willingness to support both customer experience and sales objectives. 

**Additional Notes **

• This role may require availability for weekend shifts, including Saturdays and selected Sundays, depending on business needs. 

• You may occasionally support customer communication on behalf of other internal teams, including Marketing, in line with company guidelines and response SOPs. 

**Performance Metrics (to be reviewed weekly) **

• Customer Touchpoints Completed – Number of assigned outbound and inbound customer conversations completed. 

• Conversion and Outcomes – Number of successful outcomes from customer interactions, including orders, confirmed bookings, reviews, and other assigned goals. 

• Average Response Time – Timeliness of response across assigned customer channels. 

• Customer Experience Quality – Quality of customer handling, issue resolution, and positive feedback received. 

• Data Accuracy and Reporting – Completeness, accuracy, and timeliness of CRM updates, follow-up notes, and required reporting. 

• Attendance and Reliability – Consistent adherence to scheduled shifts, responsiveness, and timely handover of updates.