Job Summary

• The customer experience officer is the first point of contact. S/he is responsible for attending to customers’ enquiries and creating awareness of available products to customers through a variety of means, such as online chats, email, or phone calls.
• S/he is responsible for attending to feedback, complaints and redirects them to the appropriate team or department or may take other steps with the goal of achieving customer satisfaction.

Responsibilities

• Maintaining a positive, empathetic, and professional attitude toward customers at all times.
• Responding promptly to customer enquiries.
• Communicating with customers through various channels.
• Acknowledging and resolving customer complaints.
• Draft correspondence such as emails and letters.
• Answer phone calls, emails and take messages.
• Processing orders, forms, applications, and requests.
• Responsible for logistics and ensuring that dispatched orders get delivered.
• Keeping records of customer interactions, transactions, comments, and complaints.
• Communicating and coordinating with colleagues as necessary.
• Developing feedback surveys
• Thinking of ways to show appreciation to loyal clients
• Providing feedback on the efficiency of the customer service process.
• Ensure customer satisfaction and provide professional customer support.

Requirements

• Possess a minimum of B.Sc qualification
• 5+years’ experience in a similar role
• Must be mature and smart
• Must be familiar with Commercial phone systems, Customer relationship management software and Microsoft Office Suite (Word, Outlook, and PowerPoint).
• Must have great ability to multi-task.
• Must be very fluent in English with excellent communication skills.
• Attention to details and strong conflict management skill
• Must have good critical thinking, problem-solving, time management and record management skills

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