Customer Experience Officer

Customer Experience Officer

POSITION DESCRIPTION

POSITION: Customer Experience Officer

SALARY: $12,000.00

DEPARTMENT: Training and Development

REPORTS TO: Customer Experience Manager

JOB PURPOSE:
In this specialized position, the Customer Experience Officer works with the Customer Experience Manager to improve the customer’s satisfaction levels at all stages of the customer engagement. The position also interacts with customers across various channels and platforms and coordinates with internal stakeholders to assist in fine tuning the customer’s experience.

 
JOB SUMMARY:
The Customer Experience Officer will primarily be responsible for promptly assisting with customer complaints/queries, assisting in the implementation of procedures and processes to improve the customer’s experience and providing support to the Customer Experience Manager.


DIMENSIONS:
The Customer Experience Officer is a non-supervisory position, discharging responsibility for the organization’s customer service function. Human relations and excellent communication skills are critical in the discharge of the position’s responsibilities. The position interfaces internally and externally at all levels but its decision-making actions are constrained by established policies and procedures.


ESSENTIAL DUTIES & RESPONSIBILITIES

1. Adheres to the Company’s Health, Safety and Quality policies, procedures and guidelines.

2. Responds to customer complaints using multiple channels including telephone, email, in person interactions, social media and messaging applications (e.g. whatsapp).

3. Creates, maintains and updates reports on customer interactions.

4. Resolves problems by clarifying issues, researching and exploring answers and alternative solutions, thinking outside the box, implementing solutions, and when necessary escalating unresolved problems.

5. Follows escalation procedures to address customer concerns requiring additional research and/or resources to resolve.

6. Utilize good judgment and understanding of processes and procedures to effectively make decisions to resolve customer issues.

7. Responsible for maintaining a high level of professionalism with customers and works to establish a positive rapport with every customer.

8. Assists in the design and implementation of CX related programs based on the needs of the organization such as Customer Journey Mapping, CSAT Surveys and customer engagement activities, both internal and external.

9. Shares customer feedback and information with other team members in order to continuously improve and evolve the customer experience.

10. Analyses data to report on trends and customer feedback.

11. Assists in the development of processes and procedures to enhance the customer experience and the efficiency of the CX team.

12. Conduct CX Audits at key touch points in the business i.e. Stores, Social Media etc.

13. Prepares weekly reports on customer complaints, customer sentiments and CX Audits.

14. Assists with general administrative/clerical duties including printing, copying, filing etc.

15. Maintains professional and technical knowledge by attending educational workshops, reviewing professional publications, establishing personal networks and participating in professional societies.

16. Performs any other related tasks as directed by the Customer Experience Manager or his/her designate.

 
RELATIONSHIPS

Internally

 Customer Experience Manager

 Operations Coordinator

 District Managers

 Human Resources Manager

 Department Managers and Supervisors

 All members of staff


Externally

 Customers

 
EDUCATION

 Minimum qualification of an undergraduate degree in Business Administration, Marketing, Communication or other equivalent certification

OR

 A combination of relevant experience and qualifications


EXPERIENCE

 A minimum of three (3) years’ Customer Service experience in a similar role for a medium to large organization

 Experience in the restaurant industry would be considered an asset

 
KEY COMPETENCIES

 Knowledge of:

 Customer Service and Relationship Management principles

 Conflict Resolution Techniques

 Microsoft Office Suite


 Ability to:

 Utilize active listening skills and ask probing questions

 Communicate effectively at all levels (written and verbal)

 Think strategically and proactively solve problems

 Develop and maintain good working relationships

 Work well under pressure

 Efficiently manage time while working in a fast paced and dynamic environment

 Multi-task while maintaining efficiency

 Work and deliver results in a multi-disciplined team

 Customer Relations – Must be committed to providing quality customer service and building strong customer relationships.

 Self-Management – Should possess the ability to manage and continually improve own performance.

 Interpersonal Skills – Should possess excellent interpersonal skills and motivate others to work collaboratively towards a shared purpose.

 Coaching/Guidance – Should be able to manage continuity, change and transition as well as influence and enable others.

 Change Management – Should possess excellent leadership skills and demonstrate the attributes of a leader.

 Communication – Should possess excellent oral and written communication skills.