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Customer Happiness Specialist  – Skopje, North Macedonia

LEORON Press Service
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Job Description

Customer Happiness Specialist
Department
Marketing and CH
Report To
Associate Director - Marketing
Office
Skopje
Working Hours
Sunday – Thursday / 07:30 / 7:45 – 15:45/ 16:00
Job Purpose
Provide superb customer care by providing efficient and prompt response to any existing or new potential customers, through all marketing platforms, by using excellent, in-depth knowledge of company products and programs as well as communicating effectively within the CH unit. Ensure all clients are happy and satisfied with our services.

Required Qualification

1
• Bachelor’s Degree (Marketing, Communications)
2
• English Language Proficiency (Business English, both written and spoken)
3
• Min 1+ year working experience (in PR, Marketing or Communications)
4
• Knowledge of Excel

Major Roles And Responsibilities

1. Lead Generation and Management
• Proactively generate leads from various platforms to drive course registrations.
• Respond to all leads within 24 hours, providing comprehensive course details and addressing inquiries promptly.
• Escalate uncontacted leads to the Sales Head after 3 days, while maintaining continuous follow-up.
2. Supreme Customer Care
• Cultivate a customer-first mindset by delivering quick responses to queries and resolving complaints with empathy and professionalism.
• Utilize multiple communication channels (emails, calls, blogs, social media, etc.) to effectively address customer concerns.
• Take the initiative to suggest improvements and innovations that enhance the overall customer experience.
• Analyze feedback to identify areas for improvement and implement strategies to better serve our clients.
3. Office Assistance and Inquiries Management
• Handle incoming calls for all company offices, providing guidance and assistance to suppliers, trainers, and clients.
• Ensure a personalized and respectful approach while addressing customer inquiries, ensuring that feedback is relayed to the respective teams for continuous improvement.
4. Management of Course Inquiries
• Evaluate the effectiveness of marketing channels and identify the most in-demand courses and locations on a quarterly basis.
• Monitor and follow up on uncontacted leads, collaborating with the Sales department to maximize conversion rates.
5. WhatsApp Support
• Provide immediate responses to client inquiries via the Leoron WhatsApp account, maintaining ongoing conversations to deliver a seamless experience.
• When clients inquire about courses not currently offered, offer suitable alternative recommendations to meet their needs.
6. Performance Reporting
• Prepare and present monthly reports and statistics on the performance of each marketing channel to evaluate effectiveness and make data-driven decisions.
• Continuously track and measure results to optimize strategies for lead generation and customer engagement.
7. Travel
• This role requires occasional travel to GCC countries to attend business meetings and represent the company.

Technical Competencies

Competency Name
Proficiency Level
Competency Name
Integrated Marketing Communications
Integration of Marketing Coms with Business Strategy , Use of physical and digital comm tools in an integrated way.
Proficiency Level
Proficient
Competency Name
Monitoring and measuring effectiveness
identifying and setting appropriate metrics to ensure that all marketing activities are continuously monitored and measured for their effectiveness, reporting of data and interpretation for continuous improvement.
Proficiency Level
Proficient
Competency Name
Digital Marketing
development of organizational digital strategy in terms of digital channels that will be used (content creation, Content management systems CMS, email marketing, social media marketing, SEO, SEM search engine management, data analytics.
Proficiency Level
Fundamental
Competency Name
Brand management
defining and developing brand management and positioning, managing the brand and providing clear guidelines for protection, tracking and measuring the performance of the brand equity
Proficiency Level
Fundamental
Competency Name
Customer Experience
defining what customer experience should be, aligned with corporate objectives, aiming to reach customer advocacy, and delivery of activities that will facilitate the desired customer experience through effective customer journeys
Proficiency Level
Proficient
Competency Name
Data management
monitoring and reporting via established tools and gathering data insights for continuous improvement of the customer journeys in order to understand the consumer behavior, as well as to make data driven decisions aligned with the business strategy.
Proficiency Level
Proficient

Behavioral Competencies

Competency Name
Proficiency Level
Competency Name
Customer Centricity
Apply focus on People to develop customer excellence and happiness so to build long-lasting relationship and partnerships.
Proficiency Level
Competency Name
Strategic Thinking
Understand the L&D business, manage the business purpose to understand where we are, where we want to be and how to get there. Utilize strategic thinking tools for business purposes, apply analytical and creative thinking.
Proficiency Level
Competency Name
L&D Industry Craftsmanship
Possess desire and passion for success in training and development industry, live and apply the corporate values, align the personal with organizational vision and culture.
Proficiency Level
Competency Name
Managing People
Growth and Development, focus on goals and execution, apply self-Motivation, engage in continuous learning as well as develop people and teams, apply and manage Diversity and Equal Opportunity as well as employee engagement.
Proficiency Level
Competency Name
Managing Training Projects
Possess knowledge in the sales process end to end, Instructional design and trainer recruitment, involvement of marketing, support of finance and operations teams, event management, understand the design and IT processes.
Proficiency Level
Competency Name
Results orientation
Demonstrate initiatives, commercial acumen, apply self-motivation and drive for results.
Proficiency Level
Competency Name
Communication and Presentation
Knowledge of effective and appropriate communication and presentation patterns and the ability to use and adapt that knowledge in different workplace contexts
Proficiency Level
Competency Name
Collaboration
Work together as a Team, by applying adaptability and flexibility, towards a common goal that benefits the team and the organization, apply teambuilding and conflict management techniques , adaptability and flexibility.
Proficiency Level