Job Title: Customer Engagement Specialist & Communications Officer

Responsibilities:

1. Manage Customer Communication Channels:
   • Oversee all customer communication channels, including phone, email, live chat, and social media platforms.
   • Ensure prompt and professional responses to customer inquiries, complaints, and feedback across all channels.
2. Customer Assistance and Support:
   • Provide personalized assistance to customers, offering product recommendations, order placement guidance, and tracking assistance.
   • Address customer concerns and complaints with empathy and professionalism, striving to resolve issues to the customer’s satisfaction.
3. Feedback Collection and Analysis:
   • Engage with customers to gather feedback and insights regarding their experiences with SMIOMALL’s products and services.
   • Analyze customer feedback to identify trends, common issues, and areas for improvement.
   • Collaborate with relevant departments to implement changes and enhancements based on customer input.
4. Policy Development and Implementation:
   • Assist in developing and refining customer service policies, procedures, and best practices.
   • Ensure adherence to established policies and standards while seeking opportunities for continuous improvement.
5. Cross-Functional Collaboration:
   • Collaborate with other departments, including marketing, sales, and product development, to ensure a seamless customer experience throughout the customer journey.
   • Share insights and feedback from customer interactions to inform decision-making and improve overall customer satisfaction.

Requirements:

• Bachelor’s degree in business administration, communications, or a related field.
• Previous experience in customer service, communications, or a related role preferred.
• Excellent communication skills, both written and verbal, with a focus on clarity, professionalism, and empathy.
• Strong problem-solving abilities and the ability to remain calm and composed in challenging situations.
• Proficiency in customer relationship management (CRM) software and other customer service tools to manage inquiries, track interactions, and maintain customer records.
• Detail-oriented with a commitment to delivering high-quality service and exceeding customer expectations.
• Applicants must be females below 25 years. Your current photo should be first, followed by your cover letter, CV , etc.