A customer Relationship officer, the primary responsibility is to ensure that customers have a positive and satisfying experience when interacting with the company or its products. They are in-charge of managing the overall customer journey, identifying pain points and implementing strategies to enhance customer satisfaction and loyalty. The role will involve collaborating with various departments with the organization to deliver exceptional customer service and improve customer engagement.
Key Roles and Responsibilities
Customer Journey Management: Analyze and optimize the end to end customer journey, from initial contact to post purchase support, to identify areas for improvement and ensure a seamless experience.
Customer Support and Issue Resolution: Oversee the customer support team, ensuring prompt and effective handling of customer inquiries, complaints and issues.
Customer Feedback Analysis: Gather and analyze customer feedback through surveys, reviews and (other channels-after sale service) to gain insights and drive improvements in products and services.
Customer Engagement Strategies: Develop and execute strategies to enhance customer engagement, such as loyalty programs, personalized communication (Birthdays, Anniversaries) and customer appreciation initiatives.
Customer Training and Education: Create resources and programs to educate customers about product features, best practices and self-service options to empower them to make the most of their purchases.
Cross-functional Collaboration: Collaborate with marketing, sales, product development and other teams to align customer experience initiatives and ensure a cohesive approach.
Customer Retention and Churn management: Implement strategies to retain existing customers, reduce churn rate and win back lost customers.
Data Analysis and Reporting: Use data analytics tools to track and measure KPI,s related to customer experience ,providing regular reports and recommendations to management. Operating the customer care email account.
Attending briefing meeting of the sales team and all strategy meetings to provide status according to the OB Records.
Carry out any other duties at the request of the management as may be assigned from time to time.
Promptly handles and resolves customers’ issues while maintaining set quality standards of customer service delivery.
Follow up on debt, reconcile sales of the day daily by reconciling dispatch.
Inform customers on the status of their deliveries.
Minimum, Qualifications and Skills
Bachelor’s degree or diploma in business administration or a related field.
Minimum of 3-5 years of experience in customer experience management, preferably in a similar industry or sector.
Proven track record in analyzing and optimizing the end-to-end customer journey to enhance overall customer satisfaction and loyalty.
Demonstrated experience in leading and managing customer support teams, with a focus on prompt and effective issue resolution.
Strong proficiency in gathering, analyzing, and interpreting customer feedback through various channels to drive continuous improvements in products and services.
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