Customer Experience Executive at ReelFruit

Location: Yaba, Lagos
Job Description
As we increase our processing capacity as well as our global distribution, we seek an experienced Customer Experience Executive who would identify customers' needs and provide appropriate solutions to their complaints.

Responsibilities
Data Analysis:

• Tracking customer experiences across online and offline channels.
• Aligning customer experience strategies with marketing initiatives. as well as informing customers about new product features and functionalities.
• Analyzing customer feedback on product ranges and new releases, as well as preparing reports.
• Keeping informed of industry trends and new CRM technologies.
• Identifying customer needs and taking proactive steps to maintain positive experiences.
• Collate customer feedback/data and produce analytical information/suggestions for ROI on Ads.

Customer Loyalty:

• Increase the rate of customer satisfaction
• Grow the number of repeat customers
• Increase rate of customers that have bought more than 1(one) product.
• Update the customer care tracker daily
• Increase average revenue by each individual customer
• Boost frequency of customer purchase

Administration & Reporting:

• Take ‘Social Media’ worthy pictures at activations.
• Ensure surveys are filled at various activations and customer touchpoints
• Ensure accurate and timely processing of orders
• Identify locations where our target audience are present and conduct surveys at the said locations
• Collaborate with other teams to enhance customer services and brand awareness.
• Document processes and logging technical issues, as well as customer compliments and complaints

Client Relationship Management:

• Handle telephone calls and acknowledge customers e-mails, SMS, letters, etc.
• Responding to customer queries in a timely and effective manner, via phone, email, social media, or chat applications.
• Developing feedback surveys
• Resolve all customer complaints and escalate issues beyond your resolution
• Communicate resolution to customer within 30 minutes
• The sale of products to customers must not exceed 4 interactions
• Prompt response to every customer
• Minimal customer dissatisfaction

Team Collaboration:

• Work collaboratively with every member of the sales and marketing team and obtain ideas on effective communication and reach to target audience
• Exchange information and execute task with other teams, in line with organization’s goals
• Actively participate in the departmental/ organizational appraisals

Requirements

• Bachelor's degree
• 2 years of work experience