Senior Officer - Customer Experience

Job Description

Responsible for overseeing customer care activities, coordinating with internal departments and site teams, monitoring service requests and complaints, and ensuring timely and professional responses to customers. The role supports service quality improvement, customer relationship management, and compliance with company procedures and service standards

Responsibilities

• Handle customer inquiries, complaints, and service requests professionally.

• Monitor and follow up on customer complaints to ensure timely resolution.

• Coordinate with operations and maintenance teams to address customer concerns.

• Maintain accurate records of customer interactions and service requests in the system.

• Monitor service response times and ensure compliance with agreed service standards.

• Prepare regular reports on customer complaints, feedback, and satisfaction.

• Identify recurring customer issues and recommend service improvements.

• Communicate service updates and resolutions to customers.

• Support customer satisfaction surveys and feedback initiatives.

• Guide customer care team members and support daily workflow, where applicable.
  Qualifications

• Minimum: High school graduate with experience in Customer Service, or a related field.

• Preferred: Bachelor's degree in Business Administration, Management, or a relevant discipline