Customer Experience Officer

Responsibilities:

Customer Service Delivery (Frontline Functions):

• Client Interaction & Representation: Serve as the first point of contact for customers  (walk-in, phone, email, or virtual). Provide accurate information on the company’s products, procedures, and access protocols. Represent the company with professionalism, empathy, and integrity at all times. 
• Inquiry Handling & Issue Resolution: Listen actively to customer concerns and resolve issues promptly. Escalate unresolved or systemic issues to management and follow up to closure. Maintain composure and courtesy even under pressure or difficult interactions. 
• Service Transactions & Documentation: Open new customer accounts and process renewals, upgrades, and access requests. Ensure all KYC documentation and records are complete, accurate, and compliant. Track and reconcile outstanding fees, payments, or renewals in SAGE and CRM. 
• Customer Experience & Relationship Management: Build strong relationships through consistent follow-up and proactive communication. Promote relevant products or services aligned with customer needs. Collect feedback, log customer experiences, and identify improvement opportunities.
• On-Site Coordination & Safety: Support access control, visitor protocols, and vault safety procedures. Liaise with Operations and Security teams to ensure smooth and secure client interactions.   

Customer Service Support (Back-End Functions):

• Systems & Process Management: Maintain customer management systems (CRM, VMS, SAGE) for data accuracy and accessibility. Develop and update service procedures, SOPs, and checklists. Monitor SLAs, turnaround times, and quality metrics to ensure process compliance. 
• Customer Insights & Feedback Management: Collect and analyse feedback, survey data, and complaint logs. Prepare periodic reports highlighting trends, root causes, and recommendations.  Present insights to management to support decision-making and policy review. 
• Training & Staff Development: Coordinate and facilitate service training programs  (communication, empathy, compliance). Maintain reference materials, FAQs, and quick guides for consistent service delivery. Mentor junior team members and promote a knowledge-sharing culture.  
• Escalation & Problem-Solving Support: Provide second-line assistance for complex or cross-functional issues. Work with IT, Finance, and Operations to resolve systemic challenges. Ensure transparency and accountability in issue resolution tracking.  
• Monitoring & Quality Assurance: Audit customer interactions, emails, and logs for tone, accuracy, and compliance. Benchmark performance against KPIs such as response time, satisfaction, and retention. Recommend process improvements and follow up on implementation effectiveness.   

Requirements:

• Bachelor’s Degree in Business Administration, Management, Science, Technology, or related fields  (required).  
• Postgraduate qualification (MBA or relevant certification) is an advantage.  
• Minimum of 2 years’ relevant experience in Customer Service, CRM Management, or related roles. 
• NYSC completion is essential.  
• Customer-Centric Mindset – passion for service quality and client satisfaction. 
• Communication & Presentation Skills – clarity, empathy, and professional tone. 
• Analytical & Problem-Solving Ability – data-driven approach to issue resolution.  
• Attention to Detail & Accuracy – especially in documentation and reporting. 
• Integrity & Confidentiality – critical in vault and high-trust environments.  
• Conflict Resolution & Stress Tolerance – patience under pressure.  
• Relationship Management – ability to connect with diverse clients and colleagues. 
• Process Discipline – ability to follow and improve SOPs and workflows.  
• Team Orientation – collaborative, supportive, and willing to learn.  
• Adaptability & Proactiveness – readiness to take initiative and embrace change.  

Certifications (Advantageous):  

• Customer Service, CRM, Sales, Accounting, or Project Management.
• Technical Proficiency: Strong command of Microsoft Office (Word, Excel, Outlook, PowerPoint).  
• Familiarity with CRM and ticketing tools (e.g., Zoho, Salesforce, Freshdesk).  
• Experience using SAGE or similar ERP/financial systems.  

Key Performance Indicators:

• Customer satisfaction and retention rates.  
• CRM data accuracy and response turnaround time.  
• Reduction in customer complaints and escalation frequency.  
• Compliance with service and documentation standards.  
• Contribution to continuous improvement and service innovation.  

Remuneration: NGN 150,000 - 180,000