Job Summary
- The Online / Customer Experience Officer is responsible for delivering outstanding customer service through various online and communication channels, including inbound and outbound calls.
- This role involves handling customer inquiries, resolving complaints, managing online interactions, and optimizing the customer journey to improve satisfaction and brand loyalty.
Key Responsibilities
Customer Support & Interaction (Online & Calls):
- Handle inbound and outbound customer calls professionally and efficiently.
- Respond to customer inquiries via phone, email, live chat, social media, and other online channels.
- Address customer complaints with a problem-solving mindset, ensuring timely resolution.
- Provide information on company products, services, and policies to customers.
- Maintain accurate records of customer interactions and transactions in CRM systems.
Online Experience Management:
- Monitor website and digital platforms to ensure smooth navigation and optimal customer experience.
- Collaborate with the IT and marketing teams to enhance website usability and functionality.
- Identify and report issues affecting user experience, including broken links, slow loading pages, and other technical problems.
- Assist in implementing customer feedback to improve online services.
Inbound & Outbound Call Handling:
- Manage inbound calls by assisting customers with inquiries, troubleshooting, and support requests.
- Make outbound calls for follow-ups, customer feedback collection, and promotional campaigns.
- Conduct courtesy calls to check on customer satisfaction and offer solutions proactively.
- Promote company products or services through outbound engagement when necessary.
Social Media & Digital Engagement:
- Monitor and manage customer interactions on social media platforms.
- Engage with customers by responding to comments, messages, and reviews in a timely and professional manner.
- Work with the marketing team to create engaging online content that enhances customer satisfaction.
Customer Experience Strategy & Analysis:
- Gather customer feedback through calls, surveys, reviews, and direct interactions.
- Analyze customer behavior, online trends, and call performance to recommend improvements in service delivery.
- Generate reports on customer service performance, online engagement, and call metrics.
- Suggest and implement new ways to enhance the customer journey and retention.
Coordination with Internal Teams:
- Liaise with relevant departments (IT, Marketing, Sales, etc.) to resolve customer concerns and enhance online services.
- Participate in training programs to stay updated on company policies, new products, and customer service best practices.
Key Performance Indicators (KPIs)
- First-call resolution rate and average handling time.
- Response time and resolution rate for online customer inquiries.
- Customer satisfaction scores and online reviews.
- Outbound call conversion rates and engagement success.
- Website usability improvements and feedback implementation.
Key Qualifications & Skills
- Bachelor’s Degree in Business Administration, Marketing, Communications, or a related field.
- Proven experience in customer service, inbound/outbound calls, or digital engagement.
- Strong understanding of online platforms, website navigation, and customer service tools.
- Excellent verbal and written communication skills.
- Ability to multitask, prioritize, and work efficiently in a fast-paced environment.
- Familiarity with CRM software, call center systems, and online ticketing tools is an advantage.
- Strong problem-solving skills with a customer-centric mindset.
