Customer Experience Officer at Tulips and Lilies Confectionery

Job Description

• The Customer Experience Officer is the first point of contact for customers.
• S/he is responsible for attending to customers’ enquiries and creating awareness of available products through various communication channels such as online chats, emails, phone calls, and social media platforms.
• S/he manages feedback and complaints, redirecting them to the appropriate team or department or taking necessary steps to ensure customer satisfaction.
• In addition, the role requires a strong social media presence and content creation ability. The officer will be responsible for engaging customers across the company’s social media platforms by creating and posting relevant content, including stories, photos, and video reels.
• S/he must be social media savvy, able to develop engaging content that showcases products, promotes brand awareness, and actively interacts with customers online to drive engagement and sales.

Key Responsibilities
Sales & Customer Engagement:

• Confidently recommend products to customers both in-store and through online platforms.
• Ask for the sale and handle objections politely but firmly.
• Follow up with customers and orders to ensure completion.
• Close loops on customer interactions with no delays or missed follow-ups.
• Actively drive sales through upselling and product promotion.
• Identify and implement creative ways to appreciate and retain loyal customers.
• Promote new products, seasonal offers, and special packages to customers.

Customer Communication & Support:

• Respond promptly to customer enquiries through phone calls, emails, in-person interactions, and social media platforms.
• Engage customers professionally across digital channels including Instagram, WhatsApp, and other social platforms.
• Acknowledge and resolve customer complaints professionally and proactively.
• Ensure consistent, high-quality customer support and satisfaction.
• Communicate and coordinate with colleagues and relevant departments to resolve customer issues efficiently.
• Develop feedback surveys and provide insights to improve customer experience.

Social Media Management & Content Creation:

• Manage the company’s social media pages and ensure active customer engagement.
• Create engaging content to promote products and brand awareness.
• Take and post high-quality photos and videos of cakes, desserts, and bakery products.
• Create and post Instagram/WhatsApp stories, reels, and other short-form video content regularly.
• Respond to comments, messages, and online enquiries promptly.
• Use social media creatively to attract customers and increase brand visibility.
• Monitor customer engagement and suggest strategies to improve online reach and sales.

Operational & Administrative Responsibilities:

• Process customer orders, forms, requests, and enquiries efficiently.
• Coordinate logistics to ensure orders are dispatched and delivered on time.
• Maintain accurate records of customer interactions, transactions, feedback, and complaints.
• Manage schedules, organize meetings, and support team coordination when required.
• Draft professional correspondence such as emails and internal communication.
• Provide feedback on the efficiency of customer service processes and suggest improvements.

Competencies & Behavioral Expectations:

• Maintain emotional intelligence and professionalism when dealing with customers.
• Stay calm under pressure and resolve complaints without defensiveness.
• Demonstrate responsibility and ownership until customer issues are fully resolved.
• Exercise sound judgment and escalate issues appropriately when necessary.
• Be proactive, creative, and solutions-oriented.
• Show reliability, professionalism, and excellence in customer interactions and brand representation.

Requirements

• Minimum of B.Sc or equivalent qualification.
• 2–3 years experience in customer service, social media management, or a similar role.
• Must be social media savvy with the ability to create engaging content including photos, videos, stories, and reels.
• Experience managing business pages on platforms such asInstagram, WhatsApp, and other digital channels.
• Good understanding of customer engagement and online communication.
• Familiarity with CRM tools, commercial phone systems, and Microsoft Office Suite (Word, Outlook, PowerPoint).
• Strong multitasking ability and attention to detail.
• Excellent verbal and written communication skills.
• Strong problem-solving, conflict resolution, and time management skills.
• Ability to take initiative and work independently.
• Must reside within close proximity to the bakery.