Customer Experience Officer/Call Centre Agent - Lagos, Nigeria - Phillips Consulting

Description

REQUIREMENTS

• Language proficiency: Candidates must be able to speak these three languages: English, Igbo, and Yoruba fluently
• Candidates must reside in Onipanu and its environs is a MUST

Qualification:

• BSC/HND ONLY Graduate
• At least 2 years experience as a customer experience specialist, or a similar customer support role
• Candidate must be willing to work on shifts
• Others: Good communication skills, Data Analysis, Leadership skills, and a good knowledge of using a computer system.

Responsibilities:

• Tracking customer experiences across online and offline channels, devices, and touchpoints.
• Collaborating with IT developers, as well as the production, 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.