Customer Experience Officer (2 Positions) at Optiven Limited

Job Purpose Statement

The job holder is responsible for managing customer engagement and supporting departmental operations, which include:

• Establishing and nurturing strong connections with both current and potential customers
• Utilizing processes and practices to improve customer experience, contributing to the company’s sales and marketing goals.

Key Responsibilities:

Customer Retention

• Implement strategies focused on increasing customer acquisition, enhancing relationships, boosting loyalty, and driving sales growth
• Monitor and assess the effectiveness of strategies, making necessary adjustments to optimize outcomes and achieve objectives.
• Implement Customer Support & Recognition programs
• Recognize and celebrate important customer milestones and personal events, such as birthdays and anniversaries, to strengthen relationships and loyalty.
• Assist in Planning and coordinating annual events and celebrations, such as Women’s Day and Customer Service Week, to engage customers and build positive relationships.

Policy and Standard Implementation

• Implement customer service policies and standards aligned with organizational goals to ensure high service levels.
• Ensure compliance and consistency in daily operations.
• Recommend and implement process improvements to enhance operational efficiency and cost-effectiveness. Identify bottlenecks and streamline workflows.
• Stay updated on industry trends and best practices to continuously refine and improve customer service processes.
• Use survey results to inform service improvements and strategic planning.

Customer Management

• Manage inbound customer inquiries via phone calls, emails, WhatsApp, and in-person interactions.
• Provide accurate information, address concerns, and offer product recommendations.
• Identify opportunities for upselling or cross-selling products and services based on customer engagements.
• Promptly address and resolve customer complaints and challenges.
• Address and resolve customer complaints and challenges in a timely manner.
• Develop solutions to address root causes and prevent recurrence.
• Implement improvements based on feedback and complaints to enhance the overall customer experience.
• Ensure customer needs are met.
• Drive continuous improvement in service delivery.
• Align customer relationship management with overall business strategies to drive growth and success.

Event planning & Coordination

• Managing budgets for customer support activities and annual events, ensuring alignment with financial goals.
• Monitor and control expenditures related to customer service initiatives to ensure cost-effectiveness and adherence to budget constraints.
• Ensure effective execution of events to maximize customer engagement and satisfaction.

Feedback Collection and Analysis

• Collect feedback through surveys, interviews, and direct interactions. Identify areas for improvement and gather insights on customer satisfaction.
• Analyze feedback to recognize common issues and trends, using this information to inform service enhancements and strategy adjustments.
• Analyze market trends and customer data to craft targeted initiatives.
• Conduct targeted surveys to gather customer feedback on products, services, and brand perception, and use insights to drive improvements.
• Organize and facilitate the collection of customer testimonials to build brand trust and credibility. Coordinate with customers and manage the testimonial process.
• Utilize testimonials to promote the company’s reputation and attract new customers by showcasing positive experiences.

Training and Development

• Ensure compliance by customer service staff to established standards and best practices.
• Evaluate training programs
• Regularly update training materials and schedules to address new challenges and changes in service standards.

Reporting and Documentation

• Ensure compliance by customer service staff to established standards and best practices.
• Customer Metrics Tracking – customer satisfaction (CSAT), Net Promoter Score (NPS), and customer effort score (CES).
• Ensure compliance by customer service staff to established standards and best practices.
• Evaluate service effectiveness and inform strategy.
• Ensure compliance by customer service staff to established standards and best practices.
• Use metrics to identify areas for improvement and make data-driven decisions to enhance customer service strategies.

Qualification And Experience Requirements:

• Degree In Business, Marketing, Public Relations and Communication or a Related Field.
• Certificate in Customer Experience is an added advantage
• Minimum of 5 years’ experience in Customer service

Competency Requirements:

• Excellent Written and Communication Skills
• Problem solving and decision-making skills
• Attention to detail
• Analytical thinking
• Stakeholder Management
• Time Management skills
• Technical skills
• Critical thinking