About this role
Role Summary
Customer Experience Officer manages customer interactions, coordinates service requests, resolves complaints, and promotes customer satisfaction and retention across its laundry services, academic gown rentals, and professional apparel business units.
Key Responsibilities
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*Respond promptly and professionally to customer inquiries through telephone calls, emails, WhatsApp, and in-person interactions.
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*Provide accurate information on company products, services, pricing, and delivery timelines.
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*Receive, document, and monitor customer orders to ensure timely service delivery.
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*Coordinate with operational teams to provide customers with order updates and resolve service-related concerns.
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*Handle customer complaints professionally and escalate unresolved issues to Management.
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*Maintain accurate customer records, service requests, and complaint registers.
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*Collect customer feedback and recommend improvements to service delivery.
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*Conduct customer follow-ups to promote satisfaction, loyalty, and repeat business.
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*Support customer retention initiatives and promote additional company products and services.
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*Prepare periodic customer experience reports for Management review.
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*Perform any other related duties assigned by Management.