Customer Experience Officer

Qualifications

• Minimum of a Bachelor’s degree or HND in any discipline.
  
• 3 to 5 years’ experience in a customer-facing role, ideally within hospitality, food service, retail, or a premium consumer brand.
  
• Demonstrated experience managing customer interactions across multiple channels (phone, email, WhatsApp, and online platforms).
  
• Experience with Shopify or a comparable e-commerce platform is a strong advantage.
  
• Excellent written and verbal communication skills in English. The ability to write clear, professional, and well-structured emails is non-negotiable.
  
• Proficiency in Microsoft Office and Google Workspace. Comfort with CRM or helpdesk tools is an advantage.
  
• Experience in a role requiring real-time order management or coordination with production and logistics teams is desirable.
  

1. Online Orders and Shopify Management

• Monitor and manage all incoming orders on the organisation's Shopify platform in real time, ensuring nothing is missed or delayed.
  
• Ensure orders are accurately processed, confirmed, and communicated to the production and fulfilment teams without delay.
  
• Track order status throughout the fulfilment cycle and proactively update customers on timelines, changes, or any issues.
  

• Handle all inbound customer calls professionally, responding to enquiries, order queries, and complaints with care, efficiency, and warmth.
  
• Make outbound calls to confirm orders, follow up on deliveries, and gather post-purchase feedback.
  
• Respond to customer messages via email within agreed response time targets, ensuring replies are clear, complete, and brand appropriate. The ability to compose well-written, professional emails is essential.
  

• Resolve customer issues at first contact wherever possible. The successful candidate must be resourceful, solution-oriented, and able to think on their feet when faced with unexpected situations.
  
• Escalate complex matters to the Customer Service Manager promptly, providing full context and a recommended course of action.
  
• Keep accurate, detailed records of all customer interactions, complaints, and resolutions in the company’s designated systems.
  

• Work closely with the production and dispatch teams to ensure orders are fulfilled accurately, on time, and to the organisation's quality standards.
  
• Communicate special requirements, delivery instructions, and any changes to orders to the relevant teams in real time.
  
• Coordinate delivery logistics with the dispatch team, confirming delivery windows with customers and resolving any scheduling conflicts.
  

• Build and maintain positive, professional relationships with repeat and high-value customers, recognising their preferences and anticipating their needs.
  
• Maintain and update customer records, including contact details, order history, preferences, and any relevant notes, to support personalised service.
  
• Support customer retention initiatives, including post-purchase follow-ups, feedback collection, and re-engagement outreach as directed by the Customer Service Manager.
  

• Prepare weekly reports for the Customer Service Manager covering order volumes, response times, complaint trends, and customer feedback highlights.
  
• Track and report on customer satisfaction metrics as directed.
  
• Contribute observations and ideas to team discussions on improving the customer journey, drawing on direct experience with customers.
  
• Monitor competitor customer service practices and share relevant observations with the team.
  

• Represent the organisation with professionalism, warmth, and pride in every customer interaction. You are the voice and face of the brand to our customers.
  
• Maintain a thorough working knowledge of the organisation product range, pricing, seasonal offerings, and event services so that customer enquiries can be answered confidently and accurately.
  
• Uphold the company’s standards for presentation, punctuality, and conduct at all times.