Customer Experience Analyst at eRecruiter Nigeria

Job Summary

• Support the effective & efficient management of customers by providing first-level support and ensuring adequate resolution of customer issues received from across channels. The role will also support customer onboarding and customer retention initiatives.
• The ideal candidate must have relevant work experience, a great work ethic, and must enjoy interacting with customers and solving their issues.

Job Responsibilities

• Act as the first point of contact for all internal and external customer queries and complaints received via channels such as email, social media, chat, phone calls, etc.
• Ensure all queries and complaints from existing and new customers are effectively and adequately resolved within set SLAs (service level agreements)
• Provide relevant and appropriate answers to questions and inquiries from customers about the company's products and services
• Build trust, loyalty, and long last relationships with customers by understanding their pain points and resolving their issues no matter what
• Provide insights about customer feedback to internal stakeholders to allow for product and process improvements
• Maintain clear and open two-way communication with all internal teams to allow for great service for customers
• Ensure the contact center is always functioning.
• The document, report, and escalate any interruption in service to the appropriate channels
• Cross-sell other products and services to customers
• Send out customer feedback surveys, analyze results and share with CX and firm leadership
• Any other duty assigned by the CX Leadership

Competency and Skill Requirement

• Excellent written and verbal communication
• Aptitude, ability, and passion to solve customer queries
• Strong negotiation, influence, and persuasion skills
• Ability to deliver even in high-pressure, time-sensitive situations
• Experience with contact center tools
• Ability to work in teams to deliver on set goals
• Result-oriented – always focused on completing tasks on time, accurately, and efficiently

Education and Experience

• Minimum of B.A/BSc
• 1-3 years in a similar role within the Fintech or Banking Industry