Customer Experience Officer at SENCE Nigeria

Job Overview:

• We are in search of a brilliant, well-spoken customer oriented professional who will function in the capacity of a customer experience officer for our clients.
• The chosen candidate will act in this capacity for our company or for the clients we outsource this service to.
• S/he will be the first point of contact for our clients and for their customers as well, will handle complaints, provide appropriate solutions for customers, and follow up to resolve any issues customers experience.

Duties and Responsibilities:

• Serve as the primary point of contact for clients, responding promptly and professionally to inquiries via email, phone, and our help desk platform.
• Develop a comprehensive understanding of all HR services offered by the company in order to effectively address client questions and concerns.
• Assist in the onboarding process for new clients, ensuring they have a smooth transition to our services and understand the benefits we provide.
• Proactively gather client feedback to identify areas for improvement and report insights for service enhancements.
• Work closely with clients to identify and resolve any issues or concerns they may have, coordinating with the internal team as needed to deliver timely solutions.
• Manage the company’s online networ k by coming up with engaging daily posts and overseeing the network’s activities.
• Oversee the implementation and operation of the company’s “Customer Support Service” tailored specifically for our clients' customers.
• Document customer interactions, transactions, feedback, and complaints.
• Implement strategies to maximize client satisfaction and retention, ensuring long-term partnerships.
• Provide clients with training and guidance on how to utilize our HR outsourcing services effectively.
• Perform other duties as assigned to support the overall success of the customer success team and the company.

Requirements:

• Bachelor's degree/HND in any relevant field.
• Prior experience in customer support.
• Strong communication skills, both verbal and written.
• Innovative and result driven.
• Strong problem-solving and conflict resolution skills.
• Ability to grasp complex HR concepts and services quickly.
• Excellent problem-solving abilities and attention to detail.
• Ability to manage multiple tasks simultaneously.
• Proficiency in Microsoft Office Suite.