Customer Experience Officer at Alpha Mead Group

Key Responsibilities

• Oversee the customer experience journey across online and offline channels, devices, and touchpoints.
• Align customer experience strategies with marketing initiatives as well as inform customers about new product features and functionalities.
• Participate in roadshows and market activation
• Streamline business automation processes to enhance customer interactions and overall satisfaction.
• Analysing customer feedback on product ranges and new releases, as well as preparing reports.
• Receive and resolve customer complaints from all channels
• Document processes and logging technical issues, as well as customer compliments and complaints
• Meet the 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.
• Work with the CX Manager to design and execute customer relationship programs to boost Customer Lifetime Value (CLV) and cultivate lasting connections.
• Elevate customer service experience and engagement to foster organic growth and unwavering customer loyalty.
• Manage the customer orientation programs, instilling the essence of "We Care..." in our employees and stakeholders.
• Develop feedback surveys and share them with key stakeholders
• Prepare weekly telesales reports and share them with the CX Manager
• Schedule in-person and online meetings with customers
• Research and develop strategies to improve and maintain the overall brand experience
• Keep informed of industry trends and new CRM technologies.​
• Perform other duties as assigned by the Customer Experience Manager

Qualifications

• Bachelor's degree in Marketing, Mass Communications, Advertising, Business Administration, or in a related field.
• Minimum of 2 years post-qualification experience as a customer experience officer in 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
• Strong understanding of Customer Relations trends and ability to train and grow a team.
• Excellent verbal and phone communication skills, with active listening at the core.
• Exceptional relationship management abilities and high emotional intelligence.
• Experience in or interfacing with Sales and Marketing functions is highly desired.