• Application Deadline:
• Position: Customer Experience Analyst


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience 2 years


• Location Rivers


• Job Field Customer Care 
  

Job Description

• Align customer experience strategies with marketing initiatives. as well as inform customers about new product features and functionalities.


• Participate in the post-implementation review of new customer experience initiatives to ensure they are successful


• Use data analysis tools to improve customer retention rates, conversion rates, and other key metrics


• Develop reports on customer feedback and satisfaction levels


• Work with cross-functional teams to develop and implement new initiatives that will improve customer satisfaction


• Conductsurveys and focus groups to measure customer satisfaction with current offerings


• Analyze customer data to identify trends and opportunities for improvement


• Recommendchanges to processes or procedures based on findings from research studies


• Prepare and document reports of customer-related data from research studies


• Receive and resolve customer complaints from all channels


• Meet minimum number of daily outbound calls per hour and/or minutes on phone calls


• Identify customer needs and take proactive steps to maintain positive experiences.


• Scheduling in-person and online meetings with customers


• Research and develop strategies to improve and maintain the overall brand experience


• Perform other duties as assigned by the Category Manager

Qualifications

• Bachelor's Degree in Marketing, Communications, Advertising, Business Aadministration or in a related field.


• Minimum of 2 years post-qualification experience as a customer experience officerin a well-structured and process-driven environment


• Experience gathering and interpreting customer experience information.


• Solid knowledge of online customer engagement platforms and channels.


• Proficiency in MS Office and CRM software


• Exceptional interpersonal skills and a client-centered approach.


• Sound knowledge of data analytics for reporting


• Excellent communications skills


• Ideal candidate must be resident in Bonny Island, Rivers State.