Customer Experience Officer

MainOne

Customer Service & Support

IT & Telecoms NGN Confidential
New
2 weeks ago

Job Summary

The Customer Experience Officer will be responsible for monitoring and reporting customer experience in accordance with Company’s Customer Experience Strategy.

  • Minimum Qualification:Degree
  • Experience Level:Entry level
  • Experience Length:1 year

Job Description/Requirements

Responsibilities:

  • Effective monitoring and reporting of customer performance and utilization.
  • Maintain regular customer engagement via calls, emails, and meetings.
  • Support the process for communicating scheduled outage/emergency activities to internal and external customer bases on a timely basis, ensuring availability of accurate data for escalation.
  • Follow-up with customers on communication for scheduled maintenance/visits to avoid any breach in SLAs.
  • Assist the relevant teams in timely equipment retrieval from customer premises.
  • Track/monitor operational issues, follow up with assigned personnel to ensure timely resolution of problems, and flag potential SLA breaches.
  • Promptly review and reconcile outages or any breaches in SLAs, especially upon requests.
  • Schedule and execute customer service review meetings
  • Ensure up-to-date customer data across all systems by flagging non-uniformities and escalating, where necessary.
  • Support in the implementation of agreed SLA standards aimed at enhancing customer experience and promoting brand loyalty and awareness.
  • Track and report issues that may negatively impact the overall customer experience daily and weekly.
  • Ensure an 80% response rate to transactional CSI surveys.
  • Perform other tasks as may be required.


Requirements:

  • A Bachelor's degree in marketing, communications, advertising, business management, or in a related field is preferred.
  • 1 - 2 years post NYSC experience in a customer experience or customer support role.
  • Excellent interpersonal and relationship-building skills.
  • Very strong oral and written communication skills.
  • Detail oriented and able to take ownership of assigned tasks.
  • Accountable and dependable.
  • Very strong organizational skills and time management abilities.
  • Proficiency in the use of MS Office suite.
  • Ability to manage difficult situations and customers.
  • Ability to read, analyze and interpret general business documents (terms and conditions, technical procedures, etc.)
  • Keen attention to detail.
  • Able to work under pressure and with minimal supervision.
  • Time and priority management skills.
  • High level of integrity and professionalism, especially in dealing with confidential information.

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