Job Summary
The Online / Customer Experience Officer is responsible for delivering outstanding customer service through various online and communication channels, including inbound and outbound calls.
This role involves handling customer inquiries, resolving complaints, managing online interactions, and optimizing the customer journey to improve satisfaction and brand loyalty.
Key Responsibilities
Customer Support & Interaction (Online & Calls):
Handle inbound and outbound customer calls professionally and efficiently.
Respond to customer inquiries via phone, email, live chat, social media, and other online channels.
Address customer complaints with a problem-solving mindset, ensuring timely resolution.
Provide information on company products, services, and policies to customers.
Maintain accurate records of customer interactions and transactions in CRM systems.
Online Experience Management:
Monitor website and digital platforms to ensure smooth navigation and optimal customer experience.
Collaborate with the IT and marketing teams to enhance website usability and functionality.
Identify and report issues affecting user experience, including broken links, slow loading pages, and other technical problems.
Assist in implementing customer feedback to improve online services.
Inbound & Outbound Call Handling:
Manage inbound calls by assisting customers with inquiries, troubleshooting, and support requests.
Make outbound calls for follow-ups, customer feedback collection, and promotional campaigns.
Conduct courtesy calls to check on customer satisfaction and offer solutions proactively.
Promote company products or services through outbound engagement when necessary.
Social Media & Digital Engagement:
Monitor and manage customer interactions on social media platforms.
Engage with customers by responding to comments, messages, and reviews in a timely and professional manner.
Work with the marketing team to create engaging online content that enhances customer satisfaction.
Customer Experience Strategy & Analysis:
Gather customer feedback through calls, surveys, reviews, and direct interactions.
Analyze customer behavior, online trends, and call performance to recommend improvements in service delivery.
Generate reports on customer service performance, online engagement, and call metrics.
Suggest and implement new ways to enhance the customer journey and retention.
Coordination with Internal Teams:
Liaise with relevant departments (IT, Marketing, Sales, etc.) to resolve customer concerns and enhance online services.
Participate in training programs to stay updated on company policies, new products, and customer service best practices.
Key Performance Indicators (KPIs)
First-call resolution rate and average handling time.
Response time and resolution rate for online customer inquiries.
Customer satisfaction scores and online reviews.
Outbound call conversion rates and engagement success.
Website usability improvements and feedback implementation.
Key Qualifications & Skills
Bachelor’s Degree in Business Administration, Marketing, Communications, or a related field.
Proven experience in customer service, inbound/outbound calls, or digital engagement.
Strong understanding of online platforms, website navigation, and customer service tools.
Excellent verbal and written communication skills.
Ability to multitask, prioritize, and work efficiently in a fast-paced environment.
Familiarity with CRM software, call center systems, and online ticketing tools is an advantage.
Strong problem-solving skills with a customer-centric mindset.
Interested and qualified candidates should send their CV to: career@slot.ng using “Online / Customer Experience Officer” as the subject of the mail.
Apply via :
career@slot.ng
