Guest Relations Officer

GUEST RELATIONS OFFICER

The GUEST RELATIONS OFFICER tracks all points of customer engagement addresses customer queries and identifies ways to improve our customer services. should exhibit in-depth knowledge of customer engagement channels and experience in a similar industry.

DUTIES & RESPONSIBILITIES

• Tracking customer experiences across online and offline channels, devices, and touchpoints.

• Collaborating with IT developers, as well as the operations, marketing, and sales teams to enhance customer services and brand awareness.

• Aligning customer experience strategies with marketing initiatives. as well as informing customers about new product features and functionalities.

• Identifying customer needs and taking proactive steps to maintain positive experiences.

• Responding to customer queries in a timely and effective manner, via phone, email, social media, or chat applications.

• Analyzing customer feedback on product ranges and new releases, as well as preparing reports.

• Performing product tests, evaluating after-sales and support services, and facilitating improvements.

• Documenting processes and logging technical issues, as well as customer compliments and complaints.

• Make memorandums and announcements to customers.

JOB REQUIREMENTS

• A bachelor's degree in marketing, communications, advertising, business management, or in a related field preferred.

• At least 2 years of experience as a customer experience specialist, or a similar customer support role.

• Extensive experience in gathering and interpreting customer experience information.

• Solid knowledge of online customer engagement platforms and channels.

• Proficiency in MS Office,

• Exceptional interpersonal skills and a client-centered approach.

• Great organizational and time management abilities.

• Superb communication both oral and written communication, collaboration, and problem-solving skills. Comfortable using a computer for various tasks.