Customer Experience / Liaison Executive

Job title : Customer Experience / Liaison Executive

Job Summary

• The Customer Experience/Liaison Executive will act as the bridge between our customers and the company such as Nigerian Customs Service and other clients, ensuring a seamless and positive experience for all clients.
• This role involves managing customer interactions, resolving issues, and providing feedback to improve our products and services.
• The ideal candidate is a proactive problem-solver with exceptional communication skills and a customer-centric mindset.

Key Responsibilities

• Handle customer inquiries via phone, email, and in-person.
• Provide accurate information regarding products, services, and policies.
• Assist customers in resolving any issues or concerns they may have.
• Build and maintain strong, long-lasting relationships with customers.
• Follow up with customers to ensure their needs are met and to gain feedback on their experience.
• Manage customer accounts and ensure all information is up-to-date.
• Identify and address customer issues promptly and effectively.
• Coordinate with internal departments to resolve product/service-related issues.
• Track and document customer issues and resolutions for future reference.
• Collect and analyze customer feedback to identify areas for improvement.
• Prepare and present regular reports on customer satisfaction, feedback, and issues.
• Conduct training sessions for new employees on customer interaction protocols and policies.
• Stay updated on industry trends and best practices in customer experience management.

Qualifications:

• Education: Bachelor’s degree in Biochemistry, Chemistry, Biotechnology
• Experience: Minimum of 3-5 years in a customer service, liaison, or related role.

Skills:

• Excellent verbal and written communication skills.
• Strong problem-solving and conflict resolution abilities.
• Ability to multitask and manage time effectively.
• Proficiency in customer relationship management (CRM) software.
• Empathy and patience when dealing with customers.
• Gender: Female.

Competencies:

• Confident and Poise with impressionable attributes.
• Dedicated to meeting the expectations and requirements of internal and external customers.
• Relates well to all kinds of people; builds appropriate rapport.
• Enjoys working hard; is action-oriented and full of energy for the things they see as challenging.
• Is cool under pressure; does not become defensive or irritated when times are tough.
• Positive energy
• Resilient and Dedicated
• Passionate.

• Customer Service jobs