Client Experience Associate at Mixta Nigeria

The ideal candidate will ensure the implementation of strategies to guarantee customer satisfaction as well as satisfactory management of customer complaints in line with best practices.

MAIN RESPONSIBILITIES

• Implement an effective Customer Relationship Management framework to foster customer loyalty
• Oversee the daily operations of the Contact Centre and
• Oversee the daily operations of the Experience Centre
• Oversee Complaints Management and Resolution
• Provide oversight functions on the handover of residential units and plots
• Ensure newly built units are in top-notch condition prior to handover to owners
• Ensure all complaints are acknowledged, investigated, and resolved in a timely manner
• Plan, provide direction and assign tasks to the Customer Care officer(s)
• Ensure all statutory requirements for complaints handling and resolution are met
• Analyse statistics or other information from complaints received to determine the level of adherence to the policies and recommend improvement
• Work with resolution partners to establish the root causes for complaints and identify processes for review or improvement to help reduce complaints
• Investigate service failures and recommend corrective measures
• Provide complaints trend, recommendations and communicate the lessons learnt to all staff
• Monitor all complaints logged on the company’s CRM and follow through from origination to completion
• Communicate effectively with all units within the company to ensure adequate feedback is provided to serve customers effectively
• Supervise the CC officers to ensure excellent service in all aspects of interactions with complainants either in the form of written or verbal correspondence
• Provide weekly and monthly reports

Deliverables

• Develop and ensure the implementation of strategies aimed at satisfactory management of customer queries
• Develop and ensure the implementation of strategies to optimize the handover process
• Optimize the resources at the Centre to drive customer acquisition, retention, and loyalty through effective engagement
• Manage and resolve customer complaints to ensure customer and business requirements are fulfilled

SKILLS

• Very good communication skills, both verbal and oral in English
• Good people management skills. Ability to drive change management across the organization
• Good sales and marketing skills to foster and cultivate business opportunities.
• High levels of emotional intelligence and empathy
• Analytical
• Problem solving
• Data gathering and analysis
• Ability to use Microsoft Office applications (Visio, Excel, Word, and PowerPoint)
• Self-starter, able to work with minimal supervision
• Excellent reporting abilities

EXPERIENCE AND EDUCATION

• Minimum of bachelor’s degree
• Minimum of 7 years cognate experience
• Minimum 4 years’ experience in Customer Service/ Customer Experience