Job Summary
Working under the supervision of the Manager, the customer experience officer act as the face of a company and directly works with customers to answer their questions or provide additional support where needed. Could give customers information about products and services, take orders, and process returns.
Minimum Qualification:HND
Experience Level: Entry level
Experience Length: 2 years
Job Description/Requirements
Responsibilities:
Maintaining a positive, empathetic, and professional attitude toward customers at all times.
Responding promptly to customer inquiries.
Communicating with customers through various channels.
Acknowledging and resolving customer complaints.
Keeping records of customer interactions, transactions, comments, and complaints.
Providing feedback on the efficiency of the customer service process.
Ensure customer satisfaction and provide professional customer support.
Open and maintain customer accounts by recording account information
Maintain financial accounts by processing customer adjustments
Recommend potential products or services to management by collecting customer information and analyzing customer needs
Prepare product or service reports by collecting and analyzing customer information
Contribute to team effort by accomplishing related results as needed
Manage large amounts of incoming calls
Generate sales leads, identify and assess customers’ needs to achieve satisfaction
Build sustainable relationships of trust through open and interactive communication
Provide accurate, valid and complete information by using the right methods/tools
Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
Answers or places calls to customers to learn about and/or address their needs, concerns, or other issues with products or services.
Responds efficiently and accurately to customers, explaining possible solutions, and ensuring our customers feel supported and valued.
Engages in active listening with customers, confirming or clarifying information and diffusing escalated situations, as needed.
Builds instant rapport with customers and lasting relationships with other call center team members based on trust and reliability.
Utilizes job-specific software, databases, scripts, and tools appropriately when addressing a variety of different topics presented by customers.
Understands and strives to meet or exceed call center metrics while providing excellent consistent customer service.
Engages with customers to assess needs and makes sales recommendations for products or services that may better suit identified customer needs.
Participates in training and other learning opportunities to expand knowledge of the company, products, sales and services and performs any other duties needed to help drive our vision, fulfill our mission, and/or abide by our core values.
Requirements:
Highly detail-oriented and organized
Communication
Comprehension
Conflict Management
Patience
Responsiveness
Organizational Skills
Adaptability
Ability to Work Under Pressure
Computer Skills
Clear Understanding of CRM