Customer Experience Officer

Responsibilities:

• Confidently recommend products to customers both in-store and through online platforms.
• Ask for the sale and handle objections politely but firmly.
• Follow up with customers and orders to ensure completion.
• Close loops on customer interactions with no delays or missed follow-ups.
• Actively drive sales through upselling and product promotion.
• Identify and implement creative ways to appreciate and retain loyal customers.
• Promote new products, seasonal offers, and special packages to customers.
• Respond promptly to customer enquiries through phone calls, emails, in-person interactions, and social media platforms.
• Engage customers professionally across digital channels, including Instagram, WhatsApp, and other social platforms.
• Acknowledge and resolve customer complaints professionally and proactively.
• Ensure consistent, high-quality customer support and satisfaction.
• Communicate and coordinate with colleagues and relevant departments to resolve customer issues efficiently.
• Develop feedback surveys and provide insights to improve customer experience.
• Manage the company’s social media pages and ensure active customer engagement.
• Create engaging content to promote products and brand awareness.
• Take and post high-quality photos and videos of cakes, desserts, and bakery products.
• Create and post Instagram/WhatsApp stories, reels, and other short-form video content regularly.
• Respond to comments, messages, and online enquiries promptly.
• Use social media creatively to attract customers and increase brand visibility.
• Monitor customer engagement and suggest strategies to improve online reach and sales.
• Process customer orders, forms, requests, and enquiries efficiently.
• Coordinate logistics to ensure orders are dispatched and delivered on time.
• Maintain accurate records of customer interactions, transactions, feedback, and complaints.
• Manage schedules, organise meetings, and support team coordination when required.
• Draft professional correspondence such as emails and internal communication.
• Provide feedback on the efficiency of customer service processes and suggest improvements.
• Maintain emotional intelligence and professionalism when dealing with customers.
• Stay calm under pressure and resolve complaints without defensiveness.
• Demonstrate responsibility and ownership until customer issues are fully resolved.
• Exercise sound judgment and escalate issues appropriately when necessary.
• Be proactive, creative, and solutions-oriented.
• Show reliability, professionalism, and excellence in customer interactions and brand representation.

Requirements:

• Minimum of a B.Sc. or equivalent qualification.
• 2–3 years' experience in Sales, customer service, social media management, or a similar role.
• Must be social media savvy with the ability to create engaging content, including photos, videos, stories, and reels.
• Experience managing business pages on platforms such as Instagram, WhatsApp, and other digital channels.
• Good understanding of customer engagement and online communication.
• Familiarity with CRM tools, commercial phone systems, and Microsoft Office Suite (Word, Outlook, PowerPoint).
• Strong multitasking ability and attention to detail.
• Excellent verbal and written communication skills.
• Strong problem-solving, conflict resolution, and time management skills.
• Ability to take initiative and work independently.
• Must reside within proximity to the bakery.