JOB DETAILS

Job Title: Customer Experience Officer, Nigeria

Department: Commercial
Location: Lagos
Number to Hire: 1
Job Type: Permanent
Minimum years of Experience: 3

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.

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.


Demands of the Job

 

 ·       Ability to manage difficult situations and customers.

·       Ability to read, analyse 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.