Customer Experience Officer

Responsibilities:

• Respond promptly to customer inquiries via various communication channels (phone, email, chat, social media).
• Identify customer needs and provide appropriate solutions or alternatives, ensuring a positive customer experience.
• Resolve customer complaints and issues promptly and professionally.
• Maintain accurate records of customer interactions and transactions.
• Collaborate with other departments to address customer needs and improve overall customer experience.
• Stay up-to-date on company products, services, and policies to provide accurate information to customers.
• Continuously seek opportunities to improve processes and procedures to enhance customer satisfaction.

Key Performance Indicators (KPIs):

• Customer Satisfaction Score (CSAT): Aim for a score above 90% by providing helpful and accurate assistance.
• First Contact Resolution Rate: Strive to resolve at least 85% of issues during the first interaction.
• Average Response Time: Reduce response time to under 2 hours across all communication channels.
• Service Level Agreement (SLA) Compliance: Meet 95% of SLA terms for response and resolution times.
• Customer Retention: Maintain a customer retention rate of 85%, indicating effective service and support.