Company Info
Large organization
101 to 150 Employees
Eat 'N' Go Limited is a restaurant group on a mission to become the premier food operator in Africa. So far, our growing family consists of three international brands, Domino's Pizza, Cold Stone Creamery & Pinkberry.
Eat ‘N’ Go Limited is a restaurant group on a mission to become the premier food operator in Africa. So far, our growing family consists of three international brands, Domino’s Pizza, Cold Stone Creamery & Pinkberry.
Job Title: Customer Experience Specialist
Location: Victoria Island, Lagos
Job type: Full-time
Job Description
Customer Feedback Collection:
- Proactively reach out to customer and gather feedback through surveys, phone calls, emails and other communication channels.
- Manage and update customer feedback databases, ensuring all information is accurately recording.
Feedback Analysis:
- Analyze feedback to identify common issues, trends and areas for improvement.
- Prepare detailed reports and presentations on feedback for management and other relevant departments.
Resolution Tracking:
- Monitor and track the progress of customer issues and complaints from initiation to resolution.
- Coordinate with various departments to ensure timely and effective resolution of customer issues.
Communication and Reporting:
- Communicate feedback insights and resolution progress to internal stakeholders regularly.
- Provide actionable recommendations based on feedback analysis to improve customer experience.
Continuous Improvement:
- Collaborate with the Customer Experience team to develop and Implement strategies for improving customer satisfaction and loyalty.
- Participate in regular team meetings and contribute ideas for enhancing processes and service delivery.
Customer Complaint Management:
- Handle and close customer complaints effectively, ensuring a high level of customer satisfaction.
- Ensure that all customer complaints are captured and documented accurately.
Qualifications
- Bachelor’s Degree in Business, Marketing, Communications or a related field.
- Must have 2-4 years of experience in a customer service, customer experience or related role.
- Proven track record of successfully managing customer feedback and issue resolution processes.
- Excellent communication and interpersonal skills.
- Strong analytical and problem-solving abilities.
- Proficiency in using customer feedback tools and CRM software.
- Ability to work independently and as part of a team.
- High attention to detail and organizational skills.
- Familiarity with social media management and monitoring tools.
- Customer centric mindset.
- Empathy and active listening.
- Ability to handle stressful situations calmly and professionally.
Application Closing Date
Not Specified.
How to Apply
Interested and qualified candidates should:
Click here to apply online