Customer experience Officer at T.O.N Corporate Services in Abuja

Role summary

The CX Officer ensures outstanding client support dispatch by managing questions, service issues, and making sure client fulfillment for both B2B and B2C segments.

Primary duties

• Oversee client engagements through email, phone, and in-field visits.
• Settle client service issues promptly and productively.
• Keep documentation of client response and produce documentation.
• Assist sales and post-sales teams in coordinating customer connections.
• Track client fulfillment indicators and propose enhancements.
• Formulate and execute customer experience plans.
• Help in orientation and teaching customers on product usage.
• Work alongside business promotion & sales to improve the client journey.
• Organize client response surveys and evaluate outcomes.
• Ensure service dispatch aligns with organisation guidelines.
• Educate frontline employees on client managing methods.
• Lead programs to boost client retention and retention.

Qualifications

• Academic qualification in Business, Communications, or relevant field.
• 3+ years of expertise in client support positions.
• Clear articulation and analytical abilities.
• Expertise in B2B industrial environment is a plus.
• Robust client-oriented mentality.
• Capability to manage pressure and settle clashes.
• Expertise in CRM resources will be an added advantage.
• Team player with meticulousness.
• Initiative-driven and flexible in agile settings.
• Capability to evaluate client data and practices.