Customer Experience Officer

Key Responsibilities

• Answer customer service related queries on all channels in order to resolve technical, finance, delivery, and general customer issues, and complaints.
• Cold calling customers from B2C and B2B to collect and address feedback in regards to the service they experienced as a result of conducting business with Moko.
• Follow customers through their journeys and look for ways to improve the overall customer experience.
• As guided by your manager/supervisor, escalate customer service issues as need
• Support implementation of new systems
• Collaborating with colleagues from other teams, as needed in order to fulfil the customers’ experience
• Identify areas where the customer facing teams need additional training or coaching as per the
• kinds of service queries you are responding to and escalate to your manager
• Conduct monthly after sales calls and analysis, then present to the relevant teams.

 Desired Candidate Profile

• Previous experience as a customer experience officer in a complex company with scale
• Minimum educational achievement of a diploma.
• Bring passion and enthusiasm to work and to your teammates!
• Demonstrate strong judgement and reasoning in decision making especially when dealing with customers
• Work in collaboration with colleagues across all teams.
• A proactive self-starter who thrives with autonomy and managing their time like a pro.
• A natural team player who takes full ownership of their work by tackling challenges head-on.
• A candidate who is always hungry to learn, embrace feedback and use their analytical thinking to make smart decisions.