Customer Experience Officer at Tulips and Lilies Confectionery

Job Description

• The customer experience officer is the first point of contact.
• S/he is responsible for attending to customers’ enquiries and creating awareness of available products to customers through a variety of means, such as online chats, email, or phone calls.
• S/he is responsible for attending to feedback, complaints and redirects them to the appropriate team or department or may take other steps with the goal of achieving customer satisfaction

Responsibilities

• Maintaining a positive, empathetic, and professional attitude toward customers at all times.
• Responding promptly to customer enquiries.
• Communicating with customers through various channels.
• Acknowledging and resolving customer complaints.
• Managing calendars and organizing meetings and appointments.
• Daily time management.
• Draft correspondence such as emails and letters.
• Answer phone calls, emails and take messages.
• Take accurate and comprehensive notes at meetings.
• Processing orders, forms, applications, and requests.
• Responsible for logistics and ensuring that dispatched orders get delivered.
• Keeping records of customer interactions, transactions, comments, and complaints.
• Communicating and coordinating with colleagues as necessary.
• Developing feedback surveys
• Thinking of ways to show appreciation to loyal clients
• Providing feedback on the efficiency of the customer service process.
• Ensure customer satisfaction and provide professional customer support.

Requirements

• A matured and smart candidate with a minimum of a B.Sc qualification.
• Experience: customer service: 2 years (Required)
• She/He should be familiar with Commercial phone systems, Customer relationship management software and Microsoft Office Suite (Word, Outlook, PowerPoint).
• Has great ability to multi-task.
• Speaks the english language fluently.
• Excellent communication skills.
• Good customer service skills, has attention to details, ability to lead teams to success.
• Has strong conflict management skills.
• Critical thinking and problem-solving skills, excellent time management skills and record management skills.
• Must be living in close proximity to the bakery.