Online / Customer Experience Officer at SLOT Systems Limited

Job Summary

• The Online / Customer Experience Officer is responsible for delivering outstanding customer service through various online and communication channels, including inbound and outbound calls. 
• This role involves handling customer inquiries, resolving complaints, managing online interactions, and optimizing the customer journey to improve satisfaction and brand loyalty.

Key Responsibilities
Customer Support & Interaction (Online & Calls):

• Handle inbound and outbound customer calls professionally and efficiently.
• Respond to customer inquiries via phone, email, live chat, social media, and other online channels.
• Address customer complaints with a problem-solving mindset, ensuring timely resolution.
• Provide information on company products, services, and policies to customers.
• Maintain accurate records of customer interactions and transactions in CRM systems.

Online Experience Management:

• Monitor website and digital platforms to ensure smooth navigation and optimal customer experience.
• Collaborate with the IT and marketing teams to enhance website usability and functionality.
• Identify and report issues affecting user experience, including broken links, slow loading pages, and other technical problems.
• Assist in implementing customer feedback to improve online services.

Inbound & Outbound Call Handling:

• Manage inbound calls by assisting customers with inquiries, troubleshooting, and support requests.
• Make outbound calls for follow-ups, customer feedback collection, and promotional campaigns.
• Conduct courtesy calls to check on customer satisfaction and offer solutions proactively.
• Promote company products or services through outbound engagement when necessary.

Social Media & Digital Engagement:

• Monitor and manage customer interactions on social media platforms.
• Engage with customers by responding to comments, messages, and reviews in a timely and professional manner.
• Work with the marketing team to create engaging online content that enhances customer satisfaction.

Customer Experience Strategy & Analysis:

• Gather customer feedback through calls, surveys, reviews, and direct interactions.
• Analyze customer behavior, online trends, and call performance to recommend improvements in service delivery.
• Generate reports on customer service performance, online engagement, and call metrics.
• Suggest and implement new ways to enhance the customer journey and retention.

Coordination with Internal Teams:

• Liaise with relevant departments (IT, Marketing, Sales, etc.) to resolve customer concerns and enhance online services.
• Participate in training programs to stay updated on company policies, new products, and customer service best practices.

Key Performance Indicators (KPIs)

• First-call resolution rate and average handling time.
• Response time and resolution rate for online customer inquiries.
• Customer satisfaction scores and online reviews.
• Outbound call conversion rates and engagement success.
• Website usability improvements and feedback implementation.

Key Qualifications & Skills

• Bachelor’s Degree in Business Administration, Marketing, Communications, or a related field.
• Proven experience in customer service, inbound/outbound calls, or digital engagement.
• Strong understanding of online platforms, website navigation, and customer service tools.
• Excellent verbal and written communication skills.
• Ability to multitask, prioritize, and work efficiently in a fast-paced environment.
• Familiarity with CRM software, call center systems, and online ticketing tools is an advantage.
• Strong problem-solving skills with a customer-centric mindset.