Customer Experience Officer

FULL-TIME

Delta, Nigeria

Closing: 31 Jul 2021

ARM Pensions

5, Mekunwen Road Off Oyinkan Abayomi Drive Ikoyi, Lagos

https://armpension.com

Summary

Job Summary: Responsible for identifying customers’ needs and providing appropriate solutions to their complaints and identifying ways to improve our customer service. Requirements: 1. A first degree in a relevant field 2. Previous experience in a similar role 3. Excellent verbal & phone communication skills, with active listening 4. Excellent relationship management skills and highly developed emotional intelligence

Responsibilities

  • Tracking customer experiences across online and offline channels, devices, and touch points.
  • Collaborating with IT developers, as well as the production, marketing, and sales teams to enhance customer services 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 experiences.
  • Responding to customer queries in a timely and effective manner, via phone, email, social media, or chat applications.
  • Analyzing customer feedback on product ranges and new releases, as well as preparing reports.
  • Performing product tests, evaluating after-sales and support services, and facilitating improvements.
  • Documenting processes and logging technical issues, as well as customer compliments and complaints
  • Keeping informed of industry trends and new CRM technologies.​

Requirements

  • A bachelor's degree in marketing, communications, advertising, business management, or in a related field preferred.
  • At least 2 years' experience as a customer experience specialist, or a similar customer support role.





  • Extensive experience in gathering and interpreting customer experience information.
  • Solid knowledge of online customer engagement platforms and channels.​
  • Great organizational and time management abilities


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Job Overview

  • Department

    Customer Experience
  • Experience

    2 - 5 Year(s)
  • Education

    Bachelors
  • Competency

    - Communication
    - Time Management
    - Communicating Effectively