Customer Experience Representative at Uni-Medical Healthcare Ltd Nigeria

About the Role

As a Customer Experience Representative, you will be responsible for providing helpful information to customers, answering questions, and responding to complaints and queries from all customers. You will work closely with all departments to address customer needs and ensure overall customer satisfaction.

Key Responsibilities

• Confirm sales orders on Odoo
• Keep records of customer interactions and transactions
• Maintain customer databases and manage administration tasks
• Investigate customer queries including delivery failures, lost and damaged consignments
• Implement and maintain customer satisfaction surveys
• Track customer experiences across online and offline channels
• Manage correspondence with customers
• Align customer experience strategies with marketing initiatives
• Inform customers about new product features and functionalities
• Analyse customer feedback on product ranges and new releases, and prepare reports
• Evaluate after-sales support services to facilitate improvements
• Document processes and log technical issues, customer feedback, and complaints
• Stay informed of industry trends and new CRM technologies
• Respond to customer queries in a timely and effective manner via phone, email, social media, or chat applications
• Develop feedback surveys
• Identify ways to show appreciation to loyal clients
• Suggest and implement methods to improve and maintain overall brand experience
• Support customer experience representative tasks in Port-Harcourt and other locations as required
• Track orders with procurement and communicate effectively to internal stakeholders

Requirements

• Educational Qualification: B.Sc, B.A, or HND in Marketing, Communication, Advertising, Business Management, or related business field
• Experience: 2–3 years experience as a Customer Experience Representative or in a Sales Support role