Overview

Customer Experience Officer

WHAT YOU’LL DO

The ideal Customer experience officer is a detail-oriented person who has a passion for engaging customers and telling the Moko story. They care about giving the customer the best experience, putting a smile on their face and sparks in their eyes and creating a deep and lasting connection. They are self-motivated and keen to learn on the job. They enjoy taking on a variety of tasks from running customer care programs to running market research surveys. They like to find solutions to problems and think of ideas to improve the customer’s experience and they strive to achieve the best possible outcome.

Responsibilities

Customer care and support

Receive all inbound calls and offer support to customers questions and queries
Coordinate with the “Dreamliner” delivery team to arrange home deliveries to customers
Ensure that payments are collected and logged in our system
Assist customers in case of queries such as replacement of the product or assistance with product guarantee
Maintain a positive, empathetic and professional attitude toward customers at all times
Maintain communication with customers through various channels i.e. WhatsApp, Phone calls, Messages
Communicating and coordinating with colleagues as necessary
Moko Care

Manage the Moko care program by giving customers a remarkable experience worth talking about
Reach out to customers and leads to create deep and lasting relationships
Source for gift items and coordinate delivery and other logistics of the Moko Care program
Work with suppliers and service providers to ensure customers and leads receive gifts
Meet the monthly customer reach target
Acknowledging and resolving customer complaints
Ensure customer satisfaction
Provide feedback to enable us to learn and improve the Moko Care program
Using customer insight propose new ideas on how to improve the Moko Care program
Lead Nurturing

Follow up on leads to coordinate when orders can be placed and delivered
Keep an up to date record of leads and customers generated from online conversations and manage the inbound customer system by keeping a record of customer transactions, interactions, comments and complaints.
Propose new ideas about ways to engage our customers online and offline with our brand and suggest improvements about customer engagement system.
Meet sales targets and call handling quotas
Support Market Research

Collect testimonials from customers and provide any insightful feedback to management to develop our products and our brand
Conduct market research and customers’ insights collections (both online and offline) through surveys or 1:1 interviews
Summarize data collected from market research and offer recommendations
Qualifications

A preference for 1-2 years’ experience in a role with customer relations responsibilities
Extremely strong interpersonal skills and outgoing personality
An enthusiastic individual with outstanding problem solving skills to assist customers in their purchase and after sales journey
Detail oriented person with the ability to seamlessly plan, coordinate and execute projects
Ability to analyze data and proactively identify and address issues with customer accounts
An initiative taker who enjoys working independently once you receive clear directions from the manager
Proficient with Microsoft Word and Excel
Proficient with customer relations management systems
Eager to join a young, quickly-growing organization and team

MOD EOF APPLICATION

Click “APPLY FOR JOB” button above to apply for this job.

About Moko Furniture

At Moko Furniture, we serve Africa’s rising class as they create homes that reflect their aspirations and desires. By developing original products and serving our customers in novel ways, we deliver unmatched value and a superior experience.