Customer Experience Officer

Responsibilities:

Showroom Customer Engagement:

• Serve as the primary point of contact for showroom visitors, guiding them through the furniture selection process.
• Provide expert advice on product features, materials, and design options to enhance customer decision-making.
• Ensure a welcoming and professional showroom environment that aligns with brand standards.
• Conduct product demonstrations and assist customers in making informed purchase decisions.

Sales and Customer Relationship Management:

• Build and maintain strong customer relationships by delivering exceptional service and personalized attention.
• Address customer inquiries, concerns, and feedback with professionalism and efficiency.
• Follow up with potential and existing customers to nurture relationships and drive repeat business.
• Utilize CRM tools to track customer interactions, maintain accurate records, and analyze service trends.

Customer Support and Issue Resolution:

• Provide prompt and effective responses to customer inquiries via phone, email, chat, and in-person interactions.
• Coordinate with the sales, logistics, and operations teams to ensure timely delivery and product satisfaction.
• Manage and resolve customer complaints professionally, ensuring a positive resolution.
• Escalate unresolved issues to appropriate units and follow through until resolution.

Customer Experience Enhancement:

• Gather, analyze, and report customer feedback to identify service improvement areas.
• Develop and implement customer retention strategies to enhance loyalty and reduce churn.
• Collaborate with internal stakeholders to streamline service delivery and optimize showroom experiences.

Market and Competitor Analysis:

• Conduct market research to understand customer expectations, industry trends, and competitive positioning.
• Provide insights and recommendations to management for showroom improvements and product enhancements.
• Identify opportunities to enhance customer engagement based on competitor analysis.

Reporting and Documentation:

• Maintain detailed records of customer interactions, service requests, and issue resolutions.
• Prepare regular reports on customer service performance, trends, and recommendations for improvement.
• Contribute to the development and refinement of showroom service policies and procedures.

Requirements:

• 3 years experience in Customer Service/Experience
• Minimum of HND
• Good communication and interpersonal skills