Engagement Officer at Fort Knox Group

Location: Lagos Mainland and Lagos Island

SALARY – 80,000

Duties/Responsibilities

• Answering customers' questions and escalating complex issues to the relevant departments as needed.  
• Calling potential customers to explain company products and encourage purchases.                                                      
• Developing in-depth knowledge of company products.   
• Ensure prompt resolution of customer complaints Coordinate Weekly Staff Class
• scheduling weekly classes and ensuring instructors are available and classes must hold. arrange substitute when required
• Tracking customer experiences across online and offline channels, devices, and touchpoints.
• Collaborating with IT developers, as well as the production, marketing, and sales teams to enhance customer services and brand awareness.
• Aligning customer experience strategies with marketing initiatives. as well as informing customers about new product features and functionalities.
• Identifying customer needs and taking proactive steps to maintain positive experiences.
• Responding to customer queries in a timely and effective manner, via phone, email, social media, or chat applications.
• Analyzing customer feedback on product ranges and new releases, as well as preparing reports.
• Performing product tests, evaluating after-sales and support services, and facilitating improvements.
• Documenting processes and logging technical issues, as well as customer compliments and complaints.
• Keeping informed of industry trends and new CRM technologies.