Customer Experience Associate at Reposebay Human Resources Limited

Duties And Responsibilities

• Internal Operations (Follow Steps in the Departmental SOP)
• Tracking customer experiences across online and offline channels, devices, and touchpoints
• Collaborating with IT developers, as well as the products, marketing, and sales 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
• 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
• 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.

Client relations/support:

• Assisting managers with personnel issues and administration of personnel policies.

Key Success Factors

• 2 hours resolution time for customers complaints
• 100% Service and product knowledge
• Create customer surveys monthly to determine customer satisfaction
• Monitor customer feedback channel, social media and emails
• Document all feedback and resolutions
• Calcualte customer lifetime value and improve on all outcomes
• Reduce customer churn rate by creating and implementing key strategy
• Create customer loyalty programmes
• Knowledge on Database management software – information management tool, that assists with the storage of data for reference and analysis
• Keeping calm under pressure.

Requirements

• Candidates should possess a Bachelor's Degree qualification with at least 3 years work experience.

Salary
N100,000 / month.