CUSTOMER EXPERIENCE OFFICER

Job Summary

Are you a focused service Oriented person with good communication skills both written and verbal. Good organisational and problem solving skills

  • Minimum Qualification: HND
  • Experience Level: Entry level
  • Experience Length: 2 years

Job Description/Requirements

  • Cold call new customers. 

    • Meet personal/team sales targets and call handling quotas

    • Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure
      resolution

    • Keep records of customer interactions, process customer accounts and file documents

      • Close out or open call records

      • Compile reports on overall customer satisfaction


  • Manage the telemarketing and social media centre

  • Use the organisational Enterprise System

  • Build sustainable relationships of trust through open and interactive communication

  • Provide accurate, valid and complete information by using the right methods/tools

  • Identify and assess customers’ needs to achieve satisfaction

  • Follow communication procedures, guidelines and policies

  • Go the extra mile to engage customers

  • Resolve customer complaints via phone, email, mail or social media

  • Use telephones to reach out to customers and verify account information

  • Greet customers warmly and ascertain problem or reason for calling

  • Cancel or upgrade accounts

  • Assist with placement of orders, refunds, or exchanges

  • Advise on company information

  • Take payment information and other pertinent information such as addresses and phone numbers

  • Place or cancel orders

  • Answer questions about warranties or terms of sale

  • Act as the company gatekeeper

  • Suggest solutions when a product malfunctions

  • Handle product recalls

  • Attempt to persuade customer to reconsider cancellation

  • Inform customer of deals and promotions

  • Sell products and services

  • Utilize computer technology to handle high call volumes

  • Work with customer service manager to ensure proper customer service is being delivered

  • Read from scripts

  • Handle changes in policies or renewals

  • Resolve customer complaints via phone, email, mail or social media

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