Customer Experience Officer

Found in: beBee S NG - 4 weeks ago

Lagos, Nigeria Alpha Mead Group Full time

Key Responsibilities

  • Oversee the customer experience journey across online and offline channels, devices, and touch points.
  • Align customer experience strategies with marketing initiatives as well as inform customers about new product features and functionalities.
  • Participate in roadshows and market activation
  • Streamline business automation processes to enhance customer interactions and overall satisfaction.
  • Analysing customer feedback on product ranges and new releases, as well as preparing reports.
  • Receive and resolve customer complaints from all channels
  • Document processes and logging technical issues, as well as customer compliments and complaints
  • Meet the minimum number of daily outbound calls per hour and/or minutes on phone calls
  • Identify customer needs and take proactive steps to maintain positive experiences.
  • Work with the CX Manager to design and execute customer relationship programs to boost Customer Lifetime Value CLV and cultivate lasting connections.
  • Elevate customer service experience and engagement to foster organic growth and unwavering customer loyalty.
  • Manage the customer orientation programs, instilling the essence of "We Care..." in our employees and stakeholders.
  • Develop feedback surveys and share them with key stakeholders
  • Prepare weekly telesales reports and share them with the CX Manager
  • Schedule in-person and online meetings with customers
  • Research and develop strategies to improve and maintain the overall brand experience
  • Keep informed of industry trends and new CRM technologies.​
  • Perform other duties as assigned by the Customer Experience Manager

Qualifications

  • Bachelor's Degree in Marketing, Mass Communications, Advertising, Business Administration, or in a related field.
  • Minimum of 2 years post-qualification experience as a customer experience officer in a well-structured and process-driven environment
  • Experience gathering and interpreting customer experience information.
  • Solid knowledge of online customer engagement platforms and channels.
  • Proficiency in MS Office and CRM software
  • Exceptional interpersonal skills and a client-centered approach.
  • Sound knowledge of data analytics for reporting
  • Strong understanding of Customer Relations trends and ability to train and grow a team.
  • Excellent verbal and phone communication skills, with active listening at the core.
  • Exceptional relationship management abilities and high emotional intelligence.
  • Experience in or interfacing with Sales and Marketing functions is highly desired.

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