Head of Customer Experience
9 hours ago
First Excelsia Professional Services Limited - Our client is seeking a candidate who will be responsible for designing and implementing customer support systems and feedback loops, ensuring seamless service delivery and satisfaction in the capacity below:
Job Position: Head of Customer Experience (CX)
Job Location: Abuja
Employment Type: Full-time
Industry: Logistics
Key Responsibilities
- Build and manage the CX team (call center, chat support, escalation).
- Define SLAs for response time, resolution rate, and customer satisfaction.
- Implement CRM and feedback tracking tools.
- Collaborate with operations to resolve delivery issues.
- Develop customer loyalty and retention initiatives.
Person Specification
- Bachelor's Degree in Communications, Marketing, or related.
- 5 – 7 years in customer service leadership (e-commerce or logistics).
- Familiarity with CRM tools (Zoho, Freshdesk, Zendesk).
- Strong empathy, communication, and analytics orientation.
Annual Net Remuneration
N4,800,000 / annum
Method of Application
Interested and qualified candidates should send their CVs to using "Head of Customer Experience (CX)"as the subject of the mail.
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