Name: | Employee Name | Job Title : | Customer Excellence Officer |
Based at: | Reports to: | CEO | |
Start date: | DD/MM/YYYY | Sign: | |
Effective date: | DD/MM/YYYY | Print: |
Perform the duties of a Customer Excellence Officer for Easyterms Ltd.
The Customer Excellence Officer is responsible for developing and implementing strategies to enhance overall customer satisfaction and loyalty. This role focuses on optimizing processes and fostering a customer-centric culture to deliver superior service.
Handle Incoming Inquiries:
Respond promptly and professionally to customer inquiries via phone, email, social media, and in-person interactions. Provide accurate and detailed information to address customer queries, concerns or requests.
Onboarding Assistance:
Assist in onboarding new customers by guiding them through account setup procedures. Support customers in completing loan applications, ensuring a smooth and efficient onboarding process.
Customer Engagement:
Encourage and ensure customer participation in surveys, reviews, and social media activities to gather valuable feedback. Foster a positive relationship with customers through proactive engagement initiatives.
Coverage and Support:
Step in to assist customers when regular contacts are unavailable due to being out of the office or experiencing high workload. Collaborate with team members to maintain a seamless customer support experience.
Administrative Support:
Assist with filing and reporting activities as required, ensuring accurate and organized documentation. Collaborate with relevant departments to generate necessary reports and contribute to continuous improvement initiatives.
This job description is non-exhaustive and is subject to regular review with the post holder and amended in line with the needs of the organisation.
Easyterms Ltd. | University Drive – Nassau – Bahamas | 242.603.0200 | www.easypayday.loans