Customer Experience & Engagement Officer at Smileville Ortho-Dental Ltd

Reports To: Business Manager

Role Overview

The Customer Experience & Engagement Officer will serve as the first point of contact for clients, ensuring excellent customer service, effective engagement, and smooth communication across Smileville’s business units (Dental Supplies, Modern Ortho Dental Lab, and Smileville Aligners). This role combines customer relations, sales support, complaint resolution, and digital engagement to create an exceptional experience for every customer.

Key Responsibilities

Customer Experience Management

• Act as the primary contact for client inquiries, complaints, and feedback.
• Ensure timely and professional resolution of customer issues, escalating complex cases when necessary.
• Follow up with customers post-purchase to ensure satisfaction and encourage repeat business.
• Maintain accurate records of customer interactions using Zoho CRM and Zoho Desk.

Sales Support & Follow-up

• Support the Sales and Lab teams in managing customer accounts.
• Track and follow up on leads, pending quotations, and deliveries.
• Ensure that every potential and existing client receives timely updates on their orders or inquiries.
• Collaborate with the Finance/Accounts team to verify invoice/payment status when needed.

Customer Engagement & Communication

• Develop and maintain effective communication channels (calls, WhatsApp Business, social media DMs, email).
• Respond promptly and professionally to customer messages and comments on social media.
• Create and manage customer follow-up templates and SOPs (scripts, responses, escalation guidelines).
• Conduct periodic customer satisfaction surveys to identify improvement opportunities.

Social Media & Digital Engagement

• Support content creation by suggesting customer-centric post ideas.
• Manage direct interactions (DMs, comments, WhatsApp inquiries) on Smileville’s digital platforms.
• Share insights with the Marketing/Business Manager on trending concerns, FAQs, and engagement opportunities.

Reporting & Insights

Prepare weekly and monthly customer experience reports, highlighting:

• Volume and type of customer inquiries.
• Resolution performance.
• Customer feedback and suggestions.
• Engagement metrics from social media/customer channels.
• Recommend initiatives to improve customer satisfaction and retention.

Key Performance Indicators (KPIs)

• Response time to customer inquiries (within 2 hours).
• Complaint resolution rate (target: 90%+ within agreed timelines).
• Follow-up completion rate on sales and lab clients (target: 95%).
• Customer satisfaction ratings from surveys.
• Social media engagement response rate.
• Accuracy of CRM/Zoho Desk records.