Customer Experience Specialist

7 hours ago

Lagos, Lagos, Nigeria UPDC Plc Full time ₦1,500,000 - ₦3,000,000 per year

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.

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