Customer Engagement Analyst (Buyer)

Responsibilities: 

• Serve as the primary point of contact for buyers, providing timely, empathetic, and professional support across all communication channels. 
• Resolve customer inquiries, complaints, and issues related to orders, payments, returns, and platform navigation
• Collaborate with design, and operations teams to enhance the customer journey and implement experience-driven solutions
• Maintain accurate records of customer interactions, transactions, feedback, and resolutions using CRM tools.
• Educate customers on platform features, policies, and product information to improve usability and satisfaction
• Support the development and execution of customer engagement strategies, including loyalty programs, surveys, and feedback loops
• Track and report on service metrics such as response time, resolution rate, and customer satisfaction scores
• Contribute to the creation of help center content, FAQs, and support documentation to empower self-service
• Assist with order processing, refunds, and escalations, ensuring timely and accurate resolution.
• Monitor and analyze customer feedback, behavior, and support data to identify trends and areas for improvement.
• Ensure all communication aligns with Losode’s tone, brand values, and service standards
• Continuously seek opportunities to improve service delivery, reduce friction, and enhance the overall buyer experience

Requirements: 

• Bachelor’s degree in communications, Business Administration, Marketing, or related field.
• Minimum of 3+ years of experience in customer experience analysis or a related role.
• Strong analytical skills and proficiency in data analysis tools.
• Excellent communication and presentation abilities.
• Empathetic and customer-focused mindset, with a passion for supporting creative communities.
• Ability to work collaboratively in a team environment.
• Detail-oriented with a focus on continuous improvement.
• Knowledge of customer experience management principles and practices.
• Experience with customer feedback collection methods and tools is a plus.
• Strong understanding of marketing principles, strategies, and tactics. 
  
• Experience working with CRM tools, support platforms, or customer feedback systems.
• Comfortable working cross-functionally and collaborating with design, product, and marketing teams
• Strong Interpersonal and communication skills 
  
• Excellent communication skills, both verbal and written. 
  
• Familiarity with eCommerce platforms or marketplaces is a plus. 
  
• A genuine interest in fashion, design, or creative industries is an added advantage.