Job Details

Job Description

Department: Customer Experience Department

Reports To: Customer Experience Manager

Job Type: Full time

Job Summary:

A customer experience officer is responsible for handling incoming and outgoing calls and emails, social media on behalf of the company. They provide information, answer questions, resolve issues, and ensure a positive customer experience. A customer experience officer is expected to maintain a high level of professionalism and customer service while adhering to company policies and procedures.

Key Responsibilities:

1. Answer incoming calls, emails and social media enquires promptly and professionally.

2. Listen attentively to customer inquiries or issues and provide accurate information and solutions.

3. Make outbound calls to follow up on customer inquiries, resolve problems, or conduct surveys.

4. Manage and update customer information in the database.

5. Handle customer complaints, disputes, and escalations with patience and empathy.

6. Meet or exceed performance targets and key performance indicators (KPIs), such as call volume, resolution time, and customer satisfaction scores.

7. Adhere to company policies and procedures regarding call and email handling, data privacy, and quality assurance.

8. Maintain a positive and customer-focused attitude during all interactions.

9. Use computer systems and software to access and update customer records, process orders, and track issues.

10. Continuously improve product knowledge and stay up-to-date with company offerings and promotions.

11. Collaborate with team members and supervisors to resolve complex customer issues.

12. Participate in training and coaching sessions to enhance skills and knowledge.

13. Handle additional tasks and responsibilities as assigned by the supervisor or manager.

Qualifications:

1. College diploma or degree in a relevant field

2. Excellent verbal and written communication skills.

3. Strong customer service orientation and problem-solving abilities.

4. Ability to handle high call volumes and work in a fast-paced environment.

5. Proficiency in using computer systems, including data entry and navigating software applications.

6. Good time management and organizational skills.

7. Ability to work well both independently and as part of a team.

8. Flexibility to work in shifts, including evenings, weekends, and holidays (if applicable).

9. Able to work night shifts and on Saturday and Sunday

Preferred Qualifications (if applicable):

1. Previous call center or customer service experience.

2. Knowledge of industry-specific products or services.

3. Multilingual skills may be required for some positions. (minimum of two to three local languages)