Customer Experience Analyst at MacTay Consulting

Job Summary

• The Customer Experience Analyst will identify queries of customers, interact with customers, answer the queries of customers, resolve service issues, enhance customer experience and foster relationships, improve credibility and create customer loyalty.

Job Responsibilities

• Maintaining a positive, empathetic, and professional attitude toward customers at all times
• Respond to customer queries in a timely and accurate way, via phone, email or chat
• Ensure customer satisfaction and provide professional customer support.
• Monitor customer complaints on social media and reach out to provide assistance
• Share feature requests and effective workarounds with team members
• Inform customers about new features and functionalities
• Follow up with customers to ensure their technical issues are resolved
• Gather customer feedback and share with our Product, Sales and Marketing teams
• Keep records of customer interactions, transactions, comments, and complaints.

Job Requirements

• B.Sc / HND in any discipline
• Minimum of 1 year experience in the role or a similar role
• Strong verbal and written communication, strategic planning, and project management skills
• Experience working with customer support
• Familiarity with CRM systems and practices e.g freshdesk, intercom
• Ability to multitask, prioritize, and manage time effectively
• Excellent written and verbal communication skills.