Customer Experience Officer
Lagos, Nigeria
21h ago
source : Fuzu

Qualifications, Skills & Competencies

Qualifications :

  • A Bachelor's Degree in Marketing, Communications, Advertising, Business Management, or in a related field preferred.
  • 1-2 years post NYSC experience in a customer experience or customer support role.
  • Skills & Competencies :

  • 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 organization skills and time management abilities.
  • Proficiency in the use of MS Office suite.
  • Responsibilities

  • The Customer Experience Officer will be responsible for monitoring and reporting customer experience in accordance with Company’s Customer Experience Strategy.
  • Specifically, other responsibilities include :

  • 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 base 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 breach.
  • Promptly review and reconcile outages or any breach 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 overall customer experience daily and weekly.
  • Ensure 80% response rate to transactional CSI surveys.
  • Perform other tasks as may be required.
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