Job details
Location: Abuja (FCT)
Job Type: Full-Time
Department: Customer Experience and Service Delivery
Reports To: Managing Director
Job Summary
Torah Holdings Limited is seeking a Customer Experience Manager to ensure excellent customer service across all customer touchpoints, improve satisfaction, resolve complaints, and build long-term customer loyalty.
Job Description
Develop and implement customer experience strategies and service standards.
Oversee customer interactions across telephone, email, social media, live chat, and other channels.
Supervise and support customer service representatives.
Ensure customer enquiries and complaints are resolved promptly and professionally.
Handle complex and escalated complaints.
Monitor customer satisfaction and identify areas for improvement.
Analyse customer feedback and recommend solutions to recurring problems.
Collaborate with sales, marketing, and operations teams to improve the customer journey.
Develop customer retention and loyalty initiatives.
Train employees on customer service standards and professional communication.
Monitor service delivery and ensure compliance with company policies.
Prepare customer experience reports and recommend process improvements to management.
Requirements
Relevant qualifications and experience.
Additional information
- Accommodation
- No