Customer Experience Executive
Strategic Outsourcing Limited
Lagos, Nigeria
5d ago
source : Fuzu

Customer

Experience Executive is responsible for identifying customer needs,

responding to customer queries, and collaborating with internal departments

to optimize customer experience and brand awareness. The applicant must exhibit in-depth knowledge of

customer engagement channels and manage all points of customer engagement to

provide excellent customer relationship management and a positive brand

image.

Education / Knowledge,

Skills, Attributes, Experience & Other Requirements

Bachelor’s

Degree in relevant field

  • 3-4 years in a customer facing
  • position

  • Proven experience in Team
  • management, supervision or leadership within a customer facing environment.

  • Strong analytical skills ability
  • to pull insights from reports / quantitative data.

  • Ability to build relationships
  • internally and Externally

  • Demonstrable financial and
  • commercial awareness, including previous experience of working with and managing

  • Excellent
  • oral and written communication skills including the proven ability to

    engage with customers and colleagues alike

    Ability

    to work independently and with others

    Extremely organized with strong time-management skills and Organizational

    skills

    Excellent written and verbal communication skills, with a strong

    attention to detail, a head for problem solving and teamwork skills

  • Must
  • be efficient with Microsoft office tools

  • Tracking
  • customer experiences across online and offline channels, devices, and

    touchpoints.

  • Collaborating
  • with IT developers, UI designers as well as the production, marketing, and

    sales teams to enhance customer experiences and brand awareness.

  • Aligning
  • customer experience strategies with marketing initiatives. as well as

    informing customers about new product features and functionalities.

  • Identifying
  • customer needs and taking proactive steps to maintain positive

  • Responding
  • to customer queries in a timely and effective manner, via phone, email,

    social media, or chat applications.

  • Analysing
  • customer feedback on product ranges and new releases, as well as preparing

  • Performing
  • product tests, evaluating after-sales and support services, and

    facilitating improvements.

  • Documenting
  • processes and logging technical issues, as well as customer compliments

  • Keeping
  • informed of industry trends and new CRM and Customer Experience

  • Engage
  • with projects, design, and product management teams to provide insights

    into customer needs and requirements, to improve the life cycle cost of

    maintenance, and improve quality of experience, by suggesting product

  • Facilitate
  • deployment of various customer engagement initiatives, campaigns, and

  • Develop
  • listening points in the customer journey, define segmentation of customer

    base and varying strategies, and identify opportunities for continuous

  • Test
  • new strategies for driving customer value.

  • Create
  • surveys for research through various media platforms to gather feedback on

    user's ease of use and satisfaction interfacing on company websites and

    products & understand user psychology

  • Define
  • the right interaction model and evaluate its success

  • Advise
  • on aesthetics to be implemented within a website or product, from the

    layout menus and drop-down options to colours and fonts allowing for

    interface edits as needed

  • Show
  • understanding of business metrics and the ability to translate company

    goals and objectives into digital experiences

  • Monitor
  • user experience by creating seamless navigation through various digital

    programs and interfaces within the company.

  • Drive
  • customer retention and increase customer satisfaction.

    Perform other duties as may be assigned by Line

    Manager

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