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Customer Engagement Officer

Closing: Apr 11, 2024

This position has expired

Published: Mar 23, 2024 (30 days ago)

Job Requirements

Education:

Work experience:

Language skills:

Job Summary

Contract Type:

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  • 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.
Responsibilities
  • 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.

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