User Experience Officer at Microcred Group

Reports To: Chief Digital Strategy Officer

Mission

• Tracking customer experiences across online and offline channels, devices, and touchpoints.

Responsibilities

• Collaborating with 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.
• Be responsible for customer retention strategies by communicating with customers,
• Gathering data related to Digital Channels complaints from customers, escalating and following through and ensuring resolutions at record time.
• Increase customer’s adoption/usage of digital products with customer interaction.
• Be responsible for the cross selling of Digital Products by providing inbound and outbound support for sales campaigns, customer engagement, products branding etc.
• Be responsible for Customer Support relating to digital channels usage by customers.
• Analysing 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.

Required Profile

• A Bachelor's Degree in Marketing, Communications, Advertising, Business Management or in a related field preferred.
• At least two years experience as a customer experience specialist, or a similar customer support role.
• Male / Female
• Extensive experience in gathering and interpreting customer experience information.
• Solid knowledge of online customer engagement platforms and channels.
• Proficiency in MS Office, as well as CX and CRM software.
• Exceptional interpersonal skills and a client-centred approach.
• Great organizational and time management abilities.
• Superb communication, collaboration, and problem-solving skills.