Customer Experience Executive at GVE Projects Limited – Lagos, Nigeria

Customer service
Nigeria
April 2, 2024
Full Time
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Job Description

GVE Projects Limited is a leading renewable energy solutions provision company on a mission to end energy dearth in Africa through a business footprint that covers the design, sales, installation, and maintenance of solar energy solutions for residential, commercial, industrial, and rural off-grid or under-served communities across Nigeria.

Job Description

Develop and implement customer experience strategies:

  • Lead the development and execution of a comprehensive customer experience strategy aligned with business goals.
  • Identify and analyze customer needs, pain points, and expectations through various research methods.
  • Design and implement initiatives to improve customer satisfaction, loyalty, and advocacy.
  • Collaborate with cross-functional teams (product, marketing, sales, customer service) to ensure seamless customer journeys.

Manage customer feedback and analytics:

  • Oversee the collection and analysis of customer feedback from various channels (surveys, reviews, social media).
  • Translate customer insights into actionable recommendations for process improvement and product development.
  • Develop and implement metrics to track and measure the success of customer experience initiatives.

Champion customer advocacy:

  • Foster a customer-centric culture within the organization by promoting customer-centric practices and initiatives.
  • Develop and implement programs to build stronger relationships with key customers and drive positive word-of-mouth.
  • Identify and address customer concerns promptly and effectively to ensure resolution and satisfaction.

Stay ahead of the curve:

  • Research and stay updated on emerging customer experience trends and best practices.
  • Identify and recommend new technologies and tools to enhance the customer experience.
  • Actively participate in industry events and conferences to expand knowledge and network with peers.

Who Are We Looking For?

  • Bachelor’s degree in business administration, marketing, communication, or a related field.
  • Minimum 3-5 years of experience in customer experience, customer service, or a related field.
  • Proven track record of developing and implementing successful CX strategies.
  • Strong analytical and data visualization skills.
  • Passion for customer success and a deep understanding of customer journey mapping.
  • A good understanding of customer needs and a passion for delivering exceptional service are essential.
  • The ability to analyze data, identify trends, and draw insights is crucial for measuring and improving customer experience.
  • Excellent written and verbal communication skills are required to effectively communicate with customers, stakeholders, and internal teams.
  • Ability to identify and solve customer problems in a creative and efficient way.

What We Offer:

  • A competitive executive remuneration, performance bonus, and career development opportunities.
  • Opportunity to work on a variety of exciting projects.
  • Be part of a team passionate about marketing and brand building.
  • Amazing work-life balance.
  • Being a member of a dynamic team of professionals who are driving global revolutionary change.

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