Job Summary
The Customer Experience Executive is responsible for ensuring customers have a seamless, positive, and consistent experience across all touchpoints with the company. This role focuses on customer satisfaction, retention, onboarding support, issue resolution, and continuous improvement of the customer journey within the tech environment.
Key Responsibilities
Customer Support & Relationship Management
* Serve as the primary point of contact for customers after onboarding.
* Respond promptly and professionally to customer inquiries via phone, email, chat, and support platforms.
* Build strong, long-term relationships with customers by understanding their needs and expectations.
* Ensure customers feel heard, valued, and supported at all stages of their journey.
Customer Experience & Satisfaction
* Monitor customer interactions to ensure high service quality and consistency.
* Proactively follow up with customers to confirm issues are resolved satisfactorily.
* Identify recurring customer issues and recommend improvements to products, services, or processes.
* Gather and document customer feedback to improve user experience and service delivery.
Onboarding & Product Guidance
* Support customer onboarding by guiding users on how to use the company’s technology products or services.
* Work closely with technical and product teams to clarify customer challenges and ensure timely resolutions.
* Translate technical information into simple, customer-friendly explanations.
Issue Resolution & Escalation
* Track, manage, and resolve customer issues within defined service-level agreements (SLAs).
* Escalate complex or technical issues to the appropriate internal teams and follow through until resolution.
* Maintain detailed records of customer issues, resolutions, and follow-up actions.
Reporting & Process Improvement
* Maintain accurate customer records in the CRM or support system.
* Prepare regular reports on customer satisfaction, complaints, resolutions, and retention insights.
* Contribute to the development and improvement of customer experience processes and SOPs.
Requirements & Qualifications
* Bachelor’s degree in Business Administration, Communications, Social Sciences, or a related field.
* 1–4 years of experience in customer experience, customer support, or customer success, preferably in a tech firm.
* Strong communication and interpersonal skills.
* Basic understanding of technology products, digital platforms, or software solutions.
* Strong problem-solving and conflict-resolution skills.
* Ability to manage multiple customer requests efficiently.
Key Skills & Competencies
* Customer Relationship Management
* Communication & Empathy
* Issue Resolution & Follow-up
* Process Improvement
* CRM & Ticketing Systems
* Attention to Detail
Performance Indicators (KPIs)
* Customer satisfaction score (CSAT)
* First response and resolution time
* Customer retention rate
* Number of escalations and repeat issues
* Quality of customer feedback
Skills Required
- Bachelor's degree in Business Administration, Communications, Social Sciences, or related field.
- 1-4 years of experience in customer experience, customer support, or customer success (preferably in a tech firm).
- Strong communication and interpersonal skills.
- Basic understanding of technology products, digital platforms, or software solutions.
- Strong problem-solving and conflict-resolution skills.
- Ability to manage multiple customer requests efficiently.
- Experience with CRM and ticketing systems.
- Attention to detail.
- Process improvement and SOP contribution experience.
What We Do
RendaHR is a consulting firm that delivers innovative human capital and enterprise solutions to results-driven organizations across Africa. The firm specializes in people development and human capital advisory, offering services including HR advisory, recruitment, staffing solutions, workforce support, and corporate training to support growing organizations at critical stages of their journey.
