New
1 week ago
Customer Experience (CX) Officer
Alabasterapp Limited
Customer Service & Support
Retail, Fashion & FMCG
NGN
150,000 - 250,000
Easy Apply
Job Summary
Customer Experience (CX) Officer will act as the company's representative, delivering exceptional customer experiences that foster trust, efficiently address concerns, and encourage loyalty and repeat business.
- Minimum Qualification : Degree
- Experience Level : Entry level
- Experience Length : 2 years
Job Description/Requirements
Responsibilities:
- Deliver exceptional pre- and post-purchase support by providing prompt responses to all inquiries.
- Assist with payment issues and ensuring transparent communication of order and shipping updates.
- Resolve returns and refunds efficiently, adhering to established guidelines.
- Leverage empathy-driven approaches to de-escalate complaints and collaborate with relevant teams to address technical or logistical issues.
- Collect actionable customer feedback, document recurring pain points, and identify opportunities for up-selling and cross-selling during interactions to foster loyalty.
Requirements:
- 2 years of relevant experience in CX management or related roles.
- Ability to manage and respond to customer inquiries across live chat, email, and social media platforms simultaneously, ensuring seamless engagement.
- Proficiency in applying strategic de-escalation techniques to resolve customer concerns effectively.
- Strong capability in logging customer interactions and follow-ups within CRM systems to maintain accurate records and improve service efficiency.
- Ability to analyze return and complaint trends, providing actionable insights to optimize processes and enhance customer satisfaction.
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