Customer Experience Officer at Tibu Health

Roles and Responsibilities 

• Tracking customer experiences across online and offline channels.
• Collaborating with other 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.
• 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.​
• 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.
• Developing feedback surveys.
• Scheduling in-person and online meetings with customers.
• Thinking of ways to show appreciation to loyal clients and other methods to improve and maintain the overall brand experience.

Requirements and qualifications.

• A Bachelor's Degree in Marketing, Communications, Advertising, Business Management, or in a related field preferred.
• Expert-level written and verbal communication skills.
• Attention to Detail.
• Quick to learn.
• Computer Savvy Skills: Proficient in Microsoft Office suite (Word, Excel, and PowerPoint).
• Internet savvy skills.
• Ability to work with minimal supervision.
• Empathy.
• Solid knowledge of online customer engagement platforms and channels.​
• Great organizational and time management abilities.
• X years' experience as a customer experience officer, or a similar customer support role.
• Extensive experience in gathering and interpreting customer experience information.