Customer Experience Coordinator

1 day ago

Juja Kiambu PO Box Nairobi Kenya Space and Style Limited Full time $40,000 - $60,000 per year

Space and Style Limited is dedicated to delivering exceptional products and services that exceed customer expectations. We are seeking a motivated and detail -oriented Customer Experience Executive & Coordinator to join our growing team. In this role, you will be instrumental in ensuring seamless and positive interactions between the company and our valued customers, improving overall customer satisfaction, and driving loyalty. As a Customer Experience Executive & Coordinator, you will play a key role in enhancing the overall customer journey. You will act as the first point of contact for customer inquiries and concerns, coordinate customer service efforts, and assist in the development and implementation of strategies to improve the customer experience. You will work closely with cross -functional teams, including sales, marketing, and operations, to ensure that customer feedback is addressed, and services are delivered with excellence.Key Responsibilities:Customer Interaction & Support: Act as the primary contact for customers, answering inquiries via phone, email, and live chat.Customer Support: Provide timely, clear, and effective resolutions to customer complaints, concerns, and issues.Coordination & Process Management: Coordinate between departments (Sales, Operations, Technical Support) to ensure smooth resolution of customer issues.Process Improvement: Document customer feedback, concerns, and any recurring issues to inform product/service improvements.Customer Experience Strategy: Assist in gathering customer feedback and insights to help improve overall service quality.Support in the implementation of customer experience initiatives, promotions, and campaigns.Resolve customer issues with a focus on maintaining positive relationships and brand loyalty.Customer Journey Support: Collaborate in the analysis of customer journeys to identify pain points and areas for improvement.Help design and implement initiatives to enhance the customer experience from pre -sale to post -sale.Training & Knowledge Sharing: Stay up -to -date with product/service updates to ensure accurate information is provided to customers.Assist in training new team members on customer experience protocols, tools, and systems.Prepare weekly or monthly reports on customer experience performance, trends, and key metrics. RequirementsBachelor's degree in Business Administration, Marketing, Communications, or related field (preferred).2+ years of experience in customer service, customer experience, or a related field.Previous experience with CRM systems, customer support tools, and analytics platforms (e.g., Zendesk, Salesforce) is a plus.Excellent verbal and written communication skills.Strong problem -solving and conflict resolution abilities.Highly organized, with the ability to manage multiple tasks and deadlines.Proficient in Microsoft Office Suite (Word, Excel, PowerPoint) and Google Workspace.Ability to work independently and as part of a team.Attention to detail and a customer -centric mindset. BenefitsCompetitive salary package.Opportunities for professional growth and development.Collaborative and dynamic work environment.The chance to make a real impact on customer satisfaction and business success.

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