Customer Experience and Retention Officer at Acabado

Job Summary

• We are seeking a proactive and customer-oriented Customer Experience and Retention Officer to enhance customer satisfaction, strengthen client relationships, and drive long-term loyalty.
• The ideal candidate will be responsible for managing customer interactions, resolving issues efficiently, and implementing strategies to improve retention and overall customer experience.

Key Responsibilities

• Serve as the primary point of contact for customer inquiries, complaints, and feedback.
• Develop and implement strategies to improve customer satisfaction and retention.
• Monitor customer interactions and identify areas for improvement in service delivery.
• Build strong relationships with customers to encourage repeat business and loyalty.
• Analyze customer data and feedback to identify trends and recommend improvements.
• Collaborate with sales, marketing, and operations teams to enhance customer experience.
• Handle escalated customer issues promptly and professionally.
• Design and manage customer engagement initiatives, loyalty programs, and follow-ups.
• Maintain accurate records of customer interactions and transactions.

Key Competencies:

• Customer-centric mindset
• Relationship management
• Conflict resolution
• Time management and organization
• Adaptability and resilience.