Customer Experience Officer

Job summary

The Customer Experience Officer is the first point of contact for customers. He/She is responsible for attending to customers’ enquiries and creating awareness of available products through various communication channels such as online chats, emails, phone calls, and social media platforms.

Min Qualification: Degree Experience Level: Entry level Experience Length: 2 years Language Requirement: English Working Hours: Full Time - 8 to 5 Applicant Location: Ibadan & Oyo State, Nigeria

Job descriptions & requirements

Responsibilities:

• Confidently recommend products to customers both in-store and through online platforms.
• Ask for the sale and handle objections politely but firmly.
• Follow up with customers and orders to ensure completion.
• Close loops on customer interactions with no delays or missed follow-ups.
• Actively drive sales through upselling and product promotion.
• Identify and implement creative ways to appreciate and retain loyal customers.
• Promote new products, seasonal offers, and special packages to customers.
• Respond promptly to customer enquiries through phone calls, emails, in-person interactions, and social media platforms.
• Engage customers professionally across digital channels, including Instagram, WhatsApp, and other social platforms.
• Acknowledge and resolve customer complaints professionally and proactively.
• Ensure consistent, high-quality customer support and satisfaction.
• Communicate and coordinate with colleagues and relevant departments to resolve customer issues efficiently.
• Develop feedback surveys and provide insights to improve customer experience.
• Manage the company’s social media pages and ensure active customer engagement.
• Create engaging content to promote products and brand awareness.
• Take and post high-quality photos and videos of cakes, desserts, and bakery products.
• Create and post Instagram/WhatsApp stories, reels, and other short-form video content regularly.
• Respond to comments, messages, and online enquiries promptly.
• Use social media creatively to attract customers and increase brand visibility.
• Monitor customer engagement and suggest strategies to improve online reach and sales.
• Process customer orders, forms, requests, and enquiries efficiently.
• Coordinate logistics to ensure orders are dispatched and delivered on time.
• Maintain accurate records of customer interactions, transactions, feedback, and complaints.
• Manage schedules, organise meetings, and support team coordination when required.
• Draft professional correspondence such as emails and internal communication.
• Provide feedback on the efficiency of customer service processes and suggest improvements.
• Maintain emotional intelligence and professionalism when dealing with customers.
• Stay calm under pressure and resolve complaints without defensiveness.
• Demonstrate responsibility and ownership until customer issues are fully resolved.
• Exercise sound judgment and escalate issues appropriately when necessary.
• Be proactive, creative, and solutions-oriented.
• Show reliability, professionalism, and excellence in customer interactions and brand representation.

Requirements:

• Minimum of a B.Sc. or equivalent qualification.
• 2–3 years' experience in Sales, customer service, social media management, or a similar role.
• Must be social media savvy with the ability to create engaging content, including photos, videos, stories, and reels.
• Experience managing business pages on platforms such as Instagram, WhatsApp, and other digital channels.
• Good understanding of customer engagement and online communication.
• Familiarity with CRM tools, commercial phone systems, and Microsoft Office Suite (Word, Outlook, PowerPoint).
• Strong multitasking ability and attention to detail.
• Excellent verbal and written communication skills.
• Strong problem-solving, conflict resolution, and time management skills.
• Ability to take initiative and work independently.
• Must reside within proximity to the bakery.