The Customer Experience Officer is responsible for ensuring seamless customer interactions across multiple channels, enhancing satisfaction through effective inquiry handling and complaint resolution. This role supports loyalty program management, data accuracy, and CX improvements through feedback collection and reporting. The ideal candidate is customer-focused, detail-oriented, and skilled in communication and analysis.

• Bachelor’s degree in Business Administration, Marketing and Advertising, or any related field. • 1 to 3 years of work experience in customer service or loyalty program role. • Strong communication skills, both verbal and written, with the ability to handle customer inquiries and resolve issues effectively. • Proficient in using CRM systems, loyalty program management tools, and customer support platforms. • Analytical skills with experience in customer data analysis, reporting, and segmentation. • Strong organizational and time management skills, with the ability to multitask effectively. • Customer-centric mindset with a passion for improving customer satisfaction.

1. Customer Service & Support: • Handle customer inquiries and feedback across multiple channels (social media, live chat, email, and phone), ensuring timely and accurate responses. • Take ownership of customer complaints, collaborating with internal teams to provide swift resolutions, and ensure follow-up for customer satisfaction. • Provide accurate product/service information, troubleshoot issues, and resolve customer complaints effectively. • Gather customer feedback through various channels such as surveys, NPS, and CSAT to identify opportunities for improvement. • Assist in implementing changes based on feedback to enhance overall customer experience. • Continuously monitor customer satisfaction levels and propose solutions to improve the overall experience. 2. Loyalty Program Management: • Handle the loyalty programs day to day tasks including distributing loyalty cards, monitoring points, and processing adjustments. • Manage the customer communication related to loyalty programs, ensuring clarity regarding points accumulation, rewards, program benefits and promotional events, ensuring active engagement with the program. 3. Marketing Campaigns & Support: • Assist in preparing and executing SMS and email campaigns, ensuring accurate customer segmentation and effective communication. • Collaborate with commercial teams to ensure smooth execution of campaigns, promotions, and loyalty-related activities. 4. Data Management & Reporting: • Ensure the accuracy and integrity of customer data by updating key customer information regularly, supporting CX initiatives. • Help generate and maintain reports on customer experience metrics, campaign performance, and customer satisfaction levels. • Provide insights and recommendations to enhance customer journey and optimize customer retention strategies.

Discussed in due course.