Customer Experience Officer ( Hausa) at Checkoff Credit System

KEY RESPONSIBILITIES:

• Establish communication channels and mediums through which clients reach out to the company and vice versa.
• Ensure interactions with clients reflect positively on Checkoff's brand.
• Provide quick response to client inquiries and provide prompt resolution of customers’ issues.
• Collect, analyse, and interpret customer interactions data to identify requirements and information useful in optimizing customer experience.
• Liaise with the sales teams to analyse customer feedback and develop programs effective for improved customer experience.
• Keep accurate records of all clients’ data, ensure adequate details of customer before cash disbursement.
• Handle escalated matters from Checkoff's social media pages and ensure professionalism in transactions.
• Assist company General Managers in overseeing the merchandising and delivery of high-quality customer service to clients
• Handle customer complaints, provide appropriate solutions and follow up to ensure timely resolution
• Maintain updated knowledge of the organization’s products, services, and customer service policies.
• Responsible for developing customer relationships that promote retention and loyalty, ultimately improving customer lifetime value and reducing churn.
• Monitor the activities of customer service staff to ensure compliance with set standards of courtesy and professionalism.

Requirements

• Minimum of HND
• Minimum of 1 year experience as a customer experience officer preferably in the banking or financial services industry
• Working knowledge of Microsoft Excel & Word.
• Must have completed NYSC.
• Strong Interpersonal and communication skills
• Tech-savvy with experience in CRM software.
• Ability to multitask and prioritize in a fast- paced environment