Customer Experience Officer Job

HR-Aid Consults, a start up consulting firm, is recruiting to fill the position below:

Job Position: Customer Experience Officer

Job Location: Lekki, Lagos
Employment Type: Full-time

Job Overview

• We expect you to take an active role in every facet of the customer's journey.
• This means you work with a cross-functional team and will be involved in client service and administrative support from beginning to end.
• As a part of the team, you will also be expected to collaborate with the technical and account management teams in delivering excellent customer experience.

Responsibilities

• Respond to all customer enquiries via email, skype, phone, live chat, social media and other platforms
• Set up and troubleshoot VPNs
• Monitor servers and report inconsistencies
• Act as intermediary between clients and network operators – SenderID approvals, message escalations, etc.
• Escalate thorny issues to the technical support team for fast resolution
• Follow up with members of the technical support team on behalf of customers
• Follow up with customers to assure them that their issue is being resolved
• Upload DND and ported numbers
• Generate service reports and make recommendations to improve client service experiences.

Person Specification

• BA / BS degree
• Previous experience of working in a Customer Support / Experience capacity
• Experience working within a startup and other high-pressure environments.
• Technology background is advantageous
• Excellent understanding of customer experience management.
• Ability to work in a fast-changing environment, with an entrepreneurial approach.
• Developed written and oral communication skills and effective interpersonal skills.
• A data-driven approach to problem solving
• Strong quantitative skills
• Comfortable tackling broad-reaching and ambiguous questions
• The ability to communicate and work collaboratively and cross-functionally with team members of all levels.

Salary
N300,000 per month.

Method of Application
Interested and qualified candidates should send their CV to: [email protected] using the Job Position as the subject of the mail.