• Application Deadline:
• Position: Customer Experience Officer


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience 2 years


• Location Lagos


• Job Field Customer Care 
  

Key Responsibilities

• Oversee the customer experience journey across online and offline channels, devices, and touch points.


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


• Participate in roadshows and market activation


• Streamline business automation processes to enhance customer interactions and overall satisfaction.


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


• Receive and resolve customer complaints from all channels


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


• Meet the 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.


• Work with the CX Manager to design and execute customer relationship programs to boost Customer Lifetime Value (CLV) and cultivate lasting connections.


• Elevate customer service experience and engagement to foster organic growth and unwavering customer loyalty.


• Manage the customer orientation programs, instilling the essence of "We Care..." in our employees and stakeholders.


• Develop feedback surveys and share them with key stakeholders


• Prepare weekly telesales reports and share them with the CX Manager


• Schedule in-person and online meetings with customers


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


• Keep informed of industry trends and new CRM technologies.​


• Perform other duties as assigned by the Customer Experience Manager

Qualifications

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


• Minimum of 2 years post-qualification experience as a customer experience officer in 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


• Strong understanding of Customer Relations trends and ability to train and grow a team.


• Excellent verbal and phone communication skills, with active listening at the core.


• Exceptional relationship management abilities and high emotional intelligence.


• Experience in or interfacing with Sales and Marketing functions is highly desired.