Customer Success Officer

6 hours ago

Lekki, Lagos, Nigeria EvolvateHR Consulting Full time

Job Summary

The Customer Experience Officer is responsible for delivering exceptional service to customers by managing interactions across various channels, resolving issues efficiently, and ensuring a consistent, positive customer journey. The role focuses on customer satisfaction, retention, and continuous improvement of service delivery.

Job Requirements:

  • Serve as the primary point of contact for customers via phone, email, chat, and in-person interactions.
  • Respond promptly to customer inquiries, complaints, and service requests.
  • Resolve customer issues effectively while maintaining professionalism and empathy.
  • Escalate complex cases appropriately and follow through to resolution.
  • Maintain accurate records of customer interactions and feedback.
  • Collaborate with internal teams to improve customer experience processes and outcomes.
  • Monitor customer feedback and identify trends, gaps, and improvement opportunities.
  • Support onboarding and education of customers on products and services.
  • Ensure adherence to service standards, policies, and SLAs.

Key Qualifications

  • Bachelor's degree in Business Administration, Communications, or a related field.
  • 2–3 years' experience in customer service, customer experience, or a similar role.
  • Strong communication and interpersonal skills.
  • Ability to manage difficult situations calmly and professionally.
  • Good problem-solving and decision-making skills.
  • Proficiency in MS Office and CRM tools.
  • Strong attention to detail and customer-focused mindset.

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