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Customer Experience Specialist

2 weeks ago

Lagos, Lagos, Nigeria UPDC Plc Full time

At UPDC FM Limited, we specialize in comprehensive management, maintenance, and sustainable power solutions tailored for residential, corporate, and commercial properties. We are a leading Facilities Management company committed to delivering excellent Facility management services.

We are recruiting to fill the position below:

Job Position: Customer Experience Specialist

Job Location: Marina, Lagos

Employment Type: Full-time

Responsibilties

  • Monitor service request workflows to optimize response and resolution times.
  • Develop and implement best practices for effective ticketing, prioritization, and escalation procedures.
  • Coordinate with maintenance teams, vendors, and contractors to ensure service requests are completed efficiently.
  • Utilize facility management software CMMS, ResolvR) to track service tickets and generate performance reports.
  • Act as the primary point of contact for escalations related to service delivery issues.
  • Conduct regular customer feedback surveys and analyze trends to improve service quality.
  • Drive initiatives to enhance customer satisfaction, ensuring a positive experience for all stakeholders.
  • Implement key performance indicators (KPIs) to measure and improve service performance.
  • Collaborate with customer service team in handling facility-related tickets.
  • Provide training and coaching to ensure high levels of customer service and technical competency.
  • Develop and enforce standardized processes for service request handling.
  • Foster a culture of accountability, efficiency, and continuous improvement.
  • Leverage technology (e.g., ticketing systems, analytics, AI-based automation) to improve service response times and efficiency.
  • Identify opportunities for automation and process improvements in facility service operations.
  • Collaborate with IT and operations teams to enhance the use of digital tools for tracking and managing service requests.
  • Generate and analyze service performance reports, identifying trends and areas for improvement.
  • Provide insights based on ticket volume, resolution times, backlog issues, and customer feedback.
  • Develop data-driven strategies to reduce service request backlogs and improve operational efficiency.
  • Ensure that all service activities comply with safety regulations, company policies, and industry
  • standards
  • Monitor and address potential risks related to facility operations and service delivery.
  • Work closely with compliance teams to ensure adherence to contractual obligations and regulatory requirements.

Qualifications

  • Interested candidates should possess a Bachelor's Degree with 4 years of experience.