Customer Experience Officer
About this role
Flash Delivery (Flash Express) Job Posting
Job Title: Customer Experience Officer
Location: Ikorodu, Lagos
Employment Type: Full-time
Responsibilities
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Handle customer inquiries and complaints.
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Track shipments and provide updates.
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Escalate unresolved issues.
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Maintain customer records.
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Improve customer satisfaction ratings.
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KPI
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Customer Satisfaction (CSAT)
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Customer feedback rating
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Complaint Resolution Rate
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% complaints resolved
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First Contact Resolution
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Issues resolved at first interaction
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Response Time
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Average response time to inquiries
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Customer Retention Rate
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Repeat customers maintained
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Escalation Rate
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Number of escalated cases
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Shipment Tracking Support Accuracy
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Correct information provided
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Daily Customer Interactions
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Calls, chats, emails handled
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Target: CSAT above 90%.
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