Customer Experience Executive at HR-on-Wheels

HR-on-Wheels was created with a focus to add value to the businesses of SMEs by emphasizing the need to have a people strategy in place at the early stages of their businesses.

We are recruiting to fill the position below:

Job Title: Customer Experience Executive

Location: Lagos
Employment Type: Full-time

Job Summary

  • The Customer Experience Executive being the first point of contact is responsible for the day-to-day interactions with existing and potential customers through phone calls, emails, live chats, and all social media handles to ensure enjoyable user experience.

Duties

  • Communicating with clients about their experiences with the product and service
  • Providing advice on purchasing products or services
  • Collecting and analysing customer information
  • Contribute to team effort by accomplishing related results of sales as needed
  • Manage incoming and outbound calls
  • Converting all leads to sales
  • Accuracy in the placement of orders, refunds, or replacement
  • Keep records of customer interactions
  • Follow communication procedures, guidelines, and policies
  • Resolve customer complaints via phone, email, and all social media platforms
  • Inform customer of deals and promotions
  • Ensuring customer experience is professionally delivered
  • Present daily, weekly and monthly reports.
  • Listening to customer complaints or concerns and working to resolve their issues
  • Build sustainable relationships of trust through open and interactive communication with customers
  • Provide accurate, valid, and complete information by using the right methods/tools
  • Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolutions.

Qualifications & Requirements

  • HND / B.Sc in Social Sciences or any related field
  • Minimum of 3 years of work experience in customer experience positions.
  • Proven customer support experience
  • Strong phone contact handling skills
  • Active listening skills
  • Customer orientation and ability to adapt/respond to different kinds of character
  • Excellent communication and interpersonal skills
  • Ability to multi-task, prioritise and manage time effectively
  • Team player.

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