Customer Experience Officer

Responsibilities:Respond promptly to customer inquiries via various communication channels (phone, email, chat, social media).Identify customer needs and provide appropriate solutions or alternatives, ensuring a positive customer experience.Resolve customer complaints and issues promptly and professionally.Maintain accurate records of customer interactions and transactions.Collaborate with other departments to address customer needs and improve overall customer experience.Stay up-to-date on company products, services, and policies to provide accurate information to customers.Continuously seek opportunities to improve processes and procedures to enhance customer satisfaction.Key Performance Indicators (KPIs):Customer Satisfaction Score (CSAT): Aim for a score above 90% by providing helpful and accurate assistance.First Contact Resolution Rate: Strive to resolve at least 85% of issues during the first interaction.Average Response Time: Reduce response time to under 2 hours across all communication channels.Service Level Agreement (SLA) Compliance: Meet 95% of SLA terms for response and resolution times.Customer Retention: Maintain a customer retention rate of 85%, indicating effective service and support.