Name: | Employee Name | Job Title : | Customer Experience Officer |
Based at: | Reports to: | Operations Manager/CEO | |
Start date: | DD/MM/YYYY | Sign: | |
Effective date: | DD/MM/YYYY | Print: |
Perform the duties of a Customer Experience Officer for Easyterms Ltd.
The Customer Experience Officer is the primary point of contact for customers, responsible for providing exceptional service across various channels, resolving inquiries, and ensuring a positive and supportive customer journey with the company.
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
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
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
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
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.
Develop and implement customer experience strategies aligned with company goals
Analyze customer feedback, surveys, and data to identify improvement opportunities
Coordinate and optimize the entire customer journey, from initial contact to post-purchase support
Collaborate with cross-functional teams to enhance customer satisfaction
Monitor and measure key performance indicators (KPIs) related to customer satisfaction and loyalty
Implement and manage customer relationship management (CRM) systems and other relevant technologies
Train and support team members on best customer service practices
Manage customer inquiries through various channels, including phone, email, and live chat.
Identify and address customer pain points, creating solutions that blend human interaction and technology.
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