Customer Satisfaction Officer

Job Description

Job Title – Customer Satisfaction Officer
LOCATION – LAGOS
INDUSTRY – AUTOMOBILE

Job Summary
Responsible for managing all individual customers by rendering support via calls and email. Booking and confirming of appointment.

Key Responsibilities:
– Maintaining solid customer relationships by handling questions and concerns with speed and professionalism.

– Scheduling of appointments for customers for all job types required and ensuring readiness to receive them.

– Post-service follow-up with Customers who have received services within the period in line with the process.

– Manage and resolve all Customer complaints received from all Channels, providing appropriate solutions and alternatives within the time limits; follow up to ensure resolution duly logged on the CRM.

– Ensure customer welfare is adequately provided for by ensuring the readiness of the Lounges and proper provision for Customer loyalty packages.

– Deployment of Customer feedback and ensuring adequate responses are gathered and reported.

– Ensure all Customers are reminded of their services according to the process and procedure.

– Action missed services according to the approved policy and proper documentation.

– Take the extra mile to engage customers, research needs and ensure Customer satisfaction

Required Competencies:
Strong communication and Interpersonal skills.
Customer relationship management.
Retention strategy and planning.
Problem-solving and analytical thinking.
Knowledge of automotive products and services.
Proficiency in CRM tools and MS Office.
Qualifications & Experience:
Ø B.Sc./HND in Social Science, Business Administration, or related field.
Ø 3–5 years of experience in Customer Service, preferably in the automotive, Heavy Duties or FMCG industry or any other related industry.

Interested and qualified applicant should CV to career@elizadeautoland.com using the job title as the subject of the mail.