• Application Deadline:
• Position: Customer Experience Specialist


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience


• Location Abuja


• Job Field Customer Care 
  

Mission

• Contribute to the sustenance of the School brand by providing high quality customer care to all JLLA’s customers through assigned channels and designated process.

Description

• Anticipate and identify customers’ needs and dissatisfaction for proactive customer engagement.


• Actively engage in cross selling/up selling to increase the present value of customer.


• Participate in and execute actions that affect the perception of customers in the overall school service.


• Resolve complex issues that have results in a customer disconnection through negotiation while working within school policies and procedures.


• Liaise with the relevant teams on school activities and events for accurate feedback in a timely manner.


• Build relationships with customers to overcome disagreements and increase retention.


• Identify gaps through Customer feedbacks and engage the relevant support team in ensuring closure and service improvement.


• Collect, organize and analyze data to assist in the decision-making of the Consumer Operations Support department along with other operational departments of the business.


• Carry out Segmentation and analysis of nursery customer base to gain insights on potential implications on retention and acquisition.


• Convert at risk customers to promoters and ensure good patronage.


• Ensure growth in the net value of assigned customers across multiple segments


• Collaborate with external stakeholders in relation to marketing and event awareness activities.


• Provide regular status and updates on all marketing programs/campaigns and present business cases,