Customer Experience Officer Job at Alpha Mead Group

Alpha Mead Group is a Total Real Estate Solutions Company established to provide robust business support services to local and international Real Estate investors or owners with interests in Facilities Management, Real Estate Development and Advisory, Security Systems and Technologies, Training, Healthcare Management and Real Estate Financing Services.

We are recruiting to fill the position below:

Job Position: Customer Experience Officer

Job Location: Lagos
Employment Type: Full-time

Key Responsibilities

• Oversee the customer experience journey across online and offline channels, devices, and touch points.
• Align customer experience strategies with marketing initiatives as well as inform customers about new product features and functionalities.
• Participate in roadshows and market activation
• Streamline business automation processes to enhance customer interactions and overall satisfaction.
• Identify customer needs and take proactive steps to maintain positive experiences.
• Work with the CX Manager to design and execute customer relationship programs to boost Customer Lifetime Value (CLV) and cultivate lasting connections.
• Elevate customer service experience and engagement to foster organic growth and unwavering customer loyalty.
• Manage the customer orientation programs, instilling the essence of "We Care..." in our employees and stakeholders.
• Analysing customer feedback on product ranges and new releases, as well as preparing reports.
• Receive and resolve customer complaints from all channels
• Document processes and logging technical issues, as well as customer compliments and complaints
• Meet the minimum number of daily outbound calls per hour and/or minutes on phone calls
• Develop feedback surveys and share them with key stakeholders
• Prepare weekly telesales reports and share them with the CX Manager
• Schedule in-person and online meetings with customers
• Research and develop strategies to improve and maintain the overall brand experience
• Keep informed of industry trends and new CRM technologies.?
• Perform other duties as assigned by the Customer Experience Manager

Qualifications

• Bachelor's Degree in Marketing, Mass Communications, Advertising, Business Administration, or in a related field.
• Minimum of 2 years of post-qualification experience as a customer experience officer in a well-structured and process-driven environment
• Experience gathering and interpreting customer experience information.
• Strong understanding of Customer Relations trends and ability to train and grow a team.
• Excellent verbal and phone communication skills, with active listening at the core.
• Solid knowledge of online customer engagement platforms and channels.
• Proficiency in MS Office and CRM software
• Exceptional interpersonal skills and a client-centered approach.
• Sound knowledge of data analytics for reporting
• Exceptional relationship management abilities and high emotional intelligence.
• Experience in or interfacing with Sales and Marketing functions is highly desired.