Customer Experience Oficer

Customer Experience (CX) Officer
Work Type: Full-time (On-Site) 
 

Role Overview:
Act as the company's representative, delivering exceptional customer experiences that foster 
trust, efficiently address concerns, and encourage loyalty and repeat business.

Key Responsibilities:
• Deliver exceptional pre- and post-purchase support by providing prompt responses to 
all inquiries.
• Assist with payment issues and ensuring transparent communication of order and 
shipping updates.
• Resolve returns and refunds efficiently, adhering to established guidelines.
• Leverage empathy-driven approaches to de-escalate complaints and collaborate with 
relevant teams to address technical or logistical issues.
• Collect actionable customer feedback, document recurring pain points, and identify 
opportunities for upselling and cross-selling during interactions to foster loyalty.

Requirements:
• 2 years of relevant experience in CX management or related roles.
• Multichannel Communication – Ability to manage and respond to customer inquiries 
across live chat, email, and social media platforms simultaneously, ensuring seamless engagement.
• Conflict Resolution & Customer De-escalation – Proficiency in applying strategic deescalation techniques to resolve customer concerns effectively.
• CRM Management & Documentation – Strong capability in logging customer interactions and follow-ups within CRM systems to maintain accurate records and improve service efficiency.
• Data-Driven Insights & Trend Analysis – Ability to analyze return and complaint trends, providing actionable insights to optimize processes and enhance customer 
satisfaction
 

APPLY BY SENDING YOUR RESUME TO: human.resources@alabasterapp.com