Customer Experience Officer

4 days ago

Lagos, Lagos, Nigeria RunsPadi Full time ₦70,000 per year

Customer Experience Officer (Intern)

Company: OnIt Innovations Limited

Location: Gbagada, Lagos

Employment Type: Full-Time

About the Role

We're looking for a Customer Experience Officer to ensure every OnIt customer enjoys a smooth, reliable, and satisfying service journey from booking to completion.

The ideal candidate is organized, empathetic, and proactive, with a strong commitment to delivering exceptional service and maintaining customer loyalty.

Key Responsibilities

  1. Manage all customer inquiries, complaints, and feedback across WhatsApp, phone, and social channels.

  2. Track and resolve service issues promptly in coordination with the Operations and Fulfillment Teams.

  3. Monitor daily order status and update customers on progress (pickup, delivery, completion).

  4. Ensure all customer communications are polite, professional, and solution-driven.

  5. Document customer feedback and escalate recurring issues to management.

  6. Conduct post-service follow-ups and gather satisfaction ratings.

  7. Support retention campaigns (referrals, reactivations, loyalty rewards).

  8. Generate weekly reports showing customer satisfaction trends and service ratings.

Requirements

  1. 0-1 year experience in customer service, operations, or call-center roles.

  2. Excellent written and verbal communication skills.

  3. Strong interpersonal and problem-solving ability.

  4. Organized, calm under pressure, and attentive to detail.

  5. Proficient with WhatsApp Business, Google Sheets, and CRM tools.

Compensation

Base Salary: ₦70,000

Performance Bonus for meeting CSAT and retention goals

How to Apply

Send your CV to with the subject line "Application – Customer Experience Officer."

Job Types: Full-time, Internship, New grad

Contract length: 6 months

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