Customer Engagement Officer

• Bachelor's Degree in Business Administration, Marketing, Communications, or related field preferred.
• Proven experience in customer service, customer relations, or a related role, preferably in a FMCG industry.
• Excellent communication skills, both verbal and written, with a strong ability to empathize, listen actively, and articulate solutions clearly. Ability to speak vernacular and various indigenous languages.
• Strong interpersonal skills and the ability to build rapport and trust with customers from diverse backgrounds.
• Proficiency in using CRM software, Microsoft Office Suite, and other relevant tools for customer engagement and data management.
• Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
• Problem-solving skills with a proactive and solution-oriented mindset.
• A customer-centric approach with a genuine passion for delivering exceptional service and creating positive customer experiences.
• Strong data analytics skills.

• Bachelor's Degree in Business Administration, Marketing, Communications, or related field preferred.
• Proven experience in customer service, customer relations, or a related role, preferably in a FMCG industry.
• Excellent communication skills, both verbal and written, with a strong ability to empathize, listen actively, and articulate solutions clearly. Ability to speak vernacular and various indigenous languages.
• Strong interpersonal skills and the ability to build rapport and trust with customers from diverse backgrounds.
• Proficiency in using CRM software, Microsoft Office Suite, and other relevant tools for customer engagement and data management.
• Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
• Problem-solving skills with a proactive and solution-oriented mindset.
• A customer-centric approach with a genuine passion for delivering exceptional service and creating positive customer experiences.
• Strong data analytics skills.

Customer Interaction:

• Respond promptly to customer inquiries via multiple channels including phone, email, social media, and live chat.
• Provide accurate and timely information to customers regarding products, services, orders, and company policies.
• Address customer concerns, complaints, and escalations with professionalism and empathy, striving for a swift resolution.

Relationship Building:

• Coordinate scheduled phone calls and text message communications with customers on a consistent basis.
• Ensure proactive outreach through both phone and text channels to maintain regular engagement with our clientele.
• Cultivate positive relationships with customers by demonstrating empathy, understanding, and a commitment to exceeding their expectations.
• Proactively engage with customers to build rapport, gather feedback, and identify opportunities to enhance their experience with the company.

Order Management:

• Process orders, with the digital marketing team and send same to the centers for processing and delivery.
• Coordinate with other departments such as sales and operations, to ensure timely order fulfillment and delivery.

Feedback Collection:

• Solicit feedback from customers regarding their experiences, preferences, and suggestions for improvement.
• Compile and analyze customer feedback to identify trends, issues, and areas for improvement in products, services, or processes.

Customer Outreach:

• Initiate outbound communication with customers for purposes such as order confirmation, follow-up, and proactive customer service.
• Conduct outreach campaigns to re-engage dormant customers, promote new products or services, and gather market intelligence.
• Promote

Documentation and Reporting:

• Maintain accurate records of customer interactions, transactions, and resolutions in the company's CRM system.
• Generate reports and analysis on customer feedback, satisfaction levels, and key performance metrics to inform decision-making and continuous improvement initiatives.