Customer Experience Officer
About the job
The Customer Experience Officer plays a vital role in ensuring high-quality and consistent experiences for clients and stakeholders engaging with professional learning programs. This position is integral to the operations function, focusing on effective administration, coordination, and continuous improvement of customer interactions throughout the client journey. The team values collaboration, empathy, and a commitment to creating a culturally safe and inclusive environment.
You'll be responsible for
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Supporting customer interactions
Providing professional, empathetic support via phone, email, and chat for internal and external queries.👂
Understanding client needs
Using active listening and effective questioning to understand needs and select the right resolution pathway.📚
Maintaining knowledge base
Contributing to an up-to-date knowledge base and standard operating procedures to enhance service delivery.Key criteria
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Customer service experience
Demonstrated experience in customer service or operations environments.View
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Data literacy
Comfortable working with data, templates, and reports.View
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Organisational skills
Strong multitasking abilities with attention to detail.View
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