Customer Experience Representative at Uni-Medical Healthcare Ltd Nigeria

Purpose of the Role

• As Customer Experience Representative, you will be responsible for providing helpful information to customers, answering questions, and responding to complaints/queries made by all customers.
• You will work closely with all departments relating to customers’ needs to ensure customer satisfaction.

Key Responsibilities

• Confirm sales orders on Odoo.
• Keep records of customers interactions and transactions.
• Maintain customer databases, manage administration.
• Customer queries- Investigating delivery failures i.e. lost and damaged consignments.
• Customer satisfaction survey - implementation and maintenance.
• Tracking customer experiences across online and offline channels.
• Managing correspondence.
• Aligning customer experience strategies with marketing initiatives. as well as informing customers about new product features and functionalities.
• Analysing customer feedback on product ranges and new releases, as well as preparing reports.
• Evaluating after-sales support services to facilitate improvements.
• Documenting processes and logging technical issues, as well as customer and complaints.
• Keeping informed of industry trends and new CRM technologies.
• Responding to customer queries in a timely and effective manner, via phone, email, social media, or chat applications.
• Developing feedback surveys.
• Thinking of ways to show appreciation to loyal clients.
• Other methods to improve and maintain the overall brand experience.
• Support CER task within Port-Harcourt and other location where required.
• Track orders with procurement and communicate effectively to internal stakeholders.

Requirements

• Educational Qualification: B.Sc / B.A / HND in Marketing, Communication, Advertising, Business Management or other Business related filed.
• Experience: 2 – 3 years experience as Customer Experience Representative or Sales Support Role.
• The desired candidate is required to be familiar with medical consumables, equipment etc.

Skills, ability & knowledge:

• Problem solving
• Patience
• Persuasion
• Ability to use positive language.
• Listening skills.