JOB PURPOSE:
The Customer Experience Officer is responsible for ensuring seamless customer interactions across multiple channels (Social Media, Live Chat, Email, and Phone), enhancing satisfaction through effective Complaint Management and Issue Resolution. This role supports Customer loyalty program management, data accuracy (CRM, Customer Data Management), and CX improvements through feedback collection and reporting. The ideal candidate is customer-focused, detail-oriented, with strong Communication and Analytical Skills.
KEY ACCOUNTABILITIES AND RESPONSIBILITIES:
Customer Service & Support:
- Handle customer inquiries and feedback across multiple channels (Social Media, Live Chat, Email, Phone, Omni channel Customer Support), ensuring timely and accurate responses.
- Take ownership of customer complaints, collaborating with internal teams to provide swift resolutions, and ensure follow-up for customer satisfaction.
- Provide accurate Product Knowledge and Service Support.
- Troubleshoot issues, and resolve customer complaints effectively.
- Gather customer feedback through various channels such as surveys, NPS, and CSAT to identify opportunities for improvement.
- Assist in implementing changes based on feedback to enhance overall customer experience.
- Continuously monitor customer satisfaction levels and propose solutions to improve the overall experience.
Loyalty Program Management:
- Handle the loyalty programs day to day tasks including distributing loyalty cards, monitoring points, and processing adjustments.
- Manage the customer communication related to loyalty programs, ensuring clarity regarding point’s accumulation, rewards, program benefits and promotional events ensuring active engagement with the program.
Marketing Campaigns & Support:
- Assist in preparing and executing CRM Campaigns through Email Marketing and SMS Marketing, ensuring accurate customer segmentation and effective communication.
- Collaborate with commercial teams to ensure smooth execution of campaigns, promotions, and loyalty-related activities.
Data Management & Reporting:
- Ensure the CRM Data Accuracy and integrity by updating key customer information regularly, supporting CX initiatives.
- Help generate and maintain reports on customer experience metrics, campaign performance, and customer satisfaction levels.
- Provide insights and recommendations to enhance customer journey Mapping and optimize customer retention strategies.
QUALIFICATIONS, EXPERIENCE & SKILLS:
- Bachelor’s degree in Business Administration, Marketing and Advertising, or any related field.
- 1 to 3 years of work experience in customer service or loyalty program role.
- Strong communication skills, both verbal and written, with the ability to handle Customer Communication and Conflict Resolution.
- Proficient in using CRM systems and customer support tolls.
- Analytical skills with experience in customer data analysis, reporting, and segmentation.
- Strong organizational and time management skills and Organizational Skills.
- Customer-centric mindset with a passion for improving customer satisfaction.
