Customer Experience Analyst at Alpha Mead Facilities & Management Services (AMFacilities)

Job Description

• Align customer experience strategies with marketing initiatives. as well as inform customers about new product features and functionalities.
• Participate in the post-implementation review of new customer experience initiatives to ensure they are successful
• Use data analysis tools to improve customer retention rates, conversion rates, and other key metrics
• Develop reports on customer feedback and satisfaction levels
• Work with cross-functional teams to develop and implement new initiatives that will improve customer satisfaction
• Conductsurveys and focus groups to measure customer satisfaction with current offerings
• Analyze customer data to identify trends and opportunities for improvement
• Recommendchanges to processes or procedures based on findings from research studies
• Prepare and document reports of customer-related data from research studies
• Receive and resolve customer complaints from all channels
• Meet minimum number of daily outbound calls per hour and/or minutes on phone calls
• Identify customer needs and take proactive steps to maintain positive experiences.
• Scheduling in-person and online meetings with customers
• Research and develop strategies to improve and maintain the overall brand experience
• Perform other duties as assigned by the Category Manager

Qualifications

• Bachelor's Degree in Marketing, Communications, Advertising, Business Aadministration or in a related field.
• Minimum of 2 years post-qualification experience as a customer experience officerin a well-structured and process-driven environment
• Experience gathering and interpreting customer experience information.
• Solid knowledge of online customer engagement platforms and channels.
• Proficiency in MS Office and CRM software
• Exceptional interpersonal skills and a client-centered approach.
• Sound knowledge of data analytics for reporting
• Excellent communications skills
• Ideal candidate must be resident in Bonny Island, Rivers State.