Customer Experience Officer

The Customer Experience Officer is responsible for building and maintaining customer relationships, serving as the main point of contact for addressing customer needs and concerns.

Are you passionate about turning everyday interactions into unforgettable experiences? Do you have a knack for making customers feel like VIPs with every conversation?  If you're all about making customer experiences worthwhile then we want YOU to join our team as our next Customer Experience Officer!  Together, let's create customer journeys that are truly remarkable and worth sharing.

ESSENTIAL DUTIES & RESPONSIBILITIES 

•  Acts as the primary point of contact for customers, handling inquiries, addressing concerns, and offering details on products and services.
• Monitors customer satisfaction levels and follow up on service delivery to confirm customer contentment with the result by conducting Customer Satisfaction Surveys and reporting on findings.
• Recognizes and resolves customer problems and complaints promptly and efficiently, escalating as needed to relevant departments.
• Assists with maintaining precise records of customer interactions, transactions, feedback, and any steps taken to resolve issues.
• Updates customer profiles in CDK, indicating Service package and warranty duration and issue recall notice, noting preferences or special instructions to guide the overall interactions.
• Manages the feedback received via the customer service email, suggestion box, and mobile phone.
• Possesses a thorough knowledge of the company's products and services to provide precise and pertinent information to customers.
• Assists with Sales and Marketing team at promotional events to identify and record possible leads and respond to general customer enquiries.
• Assists with confirmation of appointments.
• Performs any other task as assigned by Manager.

REQUIRED SKILLS & COMPETENCIES

•  Customer-Centric Approach
• Excellent communication and interpersonal skills
• Excellent problem solving abilities
• Ability to handle and resolve customer complaints effectively.
• Strong organizational skills and attention to detail.