Job Description

As Customer Experience Officer, you will be responsible for improving customer experiences across all customer touchpoints, both on and off line including sales, customer service, social media, technical support, contact centers, in person, and so on. The Customer Experience Officer shall attend to customers through responding to their queries, providing guidance as necessary, identifying customer needs, providing appropriate solutions to their complaints and identifying ways to ensure delightful customer experiences at all stages of the customer engagement with our organization. S/he shall combine leadership skills with a desire to provide a positive customer experience at every interaction and measure how customers perceive our product.

This shall include collecting customer feedback, scheduling calls, in-person and online meetings with customers, devising ways to build customer loyalty and show appreciation to loyal clients, and other initiatives to improve and maintain the overall brand experience.

Duties and Responsibilities

§  Engage with the product and ensure thorough, unassailable product knowledge

§  Promote and sell products, services and solutions through direct contacts to meet allocated revenue targets for assigned products

§  Communicate with customers through various channels

§  Track and record customer experiences and frequently asked questions to build into a database

§  Communicate, coordinate and collaborate with other team members and functions in the organization to enhance productivity, services and brand awareness

§  Aligning customer experience strategies with marketing initiatives, and informing customers about new products, new features and functionalities

§  Analyzing customer feedback on our product as well as preparing reports

§  Adhering to Quality Assurance Standards and Customer Experience protocols

§  Providing after-sales and support services, and facilitating improvements or providing assistance

§  Documenting processes and logging technical issues, customer compliments and complaints

§  Keep informed of industry trends and new CRM technologies​

§  Identify customer needs and taking proactive steps to maintain positive experiences

§  Acknowledging and resolving customer complaints

§  Respond to customer queries in a timely and effective manner

§  Innovate and share ways to show appreciation to loyal clients

§  Maintaining a positive, professional, capable, confident, friendly, empathetic, attitude toward customers at all times

§  Keeping records of customer interactions, transactions, comments, and complaints, and sharing/escalating them as necessary

§  Providing feedback on the efficiency of the customer service process

§  Ensuring customer satisfaction and providing professional customer support.

§  Maintaining solid customer relationships by handling questions and concerns with accuracy, speed and professionalism

§  Managing database records, drafting status reports on customer service issues

§  Data entry and research as required to troubleshoot customer problems

§  Innovating other methods to improve and maintain the overall brand experience

§  Any other duties as may be required from time to time

Skills and Qualifications for this position include:

§  At least 2 years' experience as a sales executive / customer experience officer, or similar roles

§  Bachelor's Degree / Diploma in Sales / Marketing

§  Brought in revenues of over KES 1 million through Sales

§  Expert level written and verbal communication skills

§  Positive attitude and pleasant demeanor

§  Attentive to detail, quick learner, empathetic,

§  Proficient in Microsoft office suite - Word, Excel and PowerPoint

§  Ability to work with minimal supervision

§  Great organizational and time management abilities

§  Ability to work under pressure

§  Available to start work immediately

§  Ability to work under pressure

How to Apply

Interested and qualified persons are invited to send their cover letter, CV and copies of certificates  to hr@mcarfix.com   Insert the position you are applying for as the subject of your email

Please note that applications shall be processed on a first-come-first served basis. While we appreciate all interest in working with us, due to the number of applications we receive, we regret that only shortlisted candidates shall be contacted.

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