• Application Deadline: Wed, 25 Jan 2023 00:00:00 GMT
• Position: Customer Experience Associate


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience 3 years


• Location Lagos


• Job Field Customer Care 
  


• Salary Range ₦50,000 - ₦100,000/month
  

Duties And Responsibilities

• Internal Operations (Follow Steps in the Departmental SOP)


• Tracking customer experiences across online and offline channels, devices, and touchpoints


• Collaborating with IT developers, as well as the products, marketing, and sales teams to enhance customer services and brand awareness


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


• Identifying customer needs and taking proactive steps to maintain positive experiences


• Responding to customer queries in a timely and effective manner, via phone, email, social media, or chat applications


• Analyzing customer feedback on product ranges and new releases, as well as preparing reports


• Performing product tests, evaluating after-sales and support services, and facilitating improvements


• Documenting processes and logging technical issues, as well as customer compliments and complaints


• Keeping informed of industry trends and new CRM technologies.

Client relations/support:

• Assisting managers with personnel issues and administration of personnel policies.

Key Success Factors

• 2 hours resolution time for customers complaints


• 100% Service and product knowledge


• Create customer surveys monthly to determine customer satisfaction


• Monitor customer feedback channel, social media and emails


• Document all feedback and resolutions


• Calcualte customer lifetime value and improve on all outcomes


• Reduce customer churn rate by creating and implementing key strategy


• Create customer loyalty programmes


• Knowledge on Database management software – information management tool, that assists with the storage of data for reference and analysis


• Keeping calm under pressure.

Requirements

• Candidates should possess a Bachelor's Degree qualification with at least 3 years work experience.

Salary

N100,000 / month.