Customer Experience Specialist Job at Eat 'N' Go Limited

Eat 'N' Go Limited is a restaurant group on a mission to become the premier food operator in Africa. So far, our growing family consists of three international brands, Domino's Pizza, Cold Stone Creamery & Pinkberry.

Eat ‘N’ Go limited officially started operation in August 2012 with the premier store at 4, Saka Tinubu Victoria Island, Lagos. Today, Eat N' Go has about 100 stores (outlet) across Nigeria and still growing.

We are recruiting to fill the position below:

Job Position: Customer Experience Specialist

Job Location: Victoria Island, Lagos
Job type: Full-time

Job Description
Customer Feedback Collection:

• Proactively  reach out to customer and gather feedback through surveys, phone calls, emails and other communication channels.
• Manage and update customer feedback databases, ensuring all information is accurately recording. 

Feedback Analysis:

• Analyze feedback to identify common issues, trends and areas for improvement. 
• Prepare detailed reports and presentations on feedback for management and other relevant departments. 

Resolution Tracking: 

• Monitor and track the progress of customer issues and complaints from initiation to resolution. 
• Coordinate with various departments to ensure timely and effective resolution of customer issues.

Communication and Reporting:

• Communicate feedback insights and resolution progress to internal stakeholders regularly. 
• Provide actionable recommendations based on feedback analysis to improve customer experience.

Continuous Improvement:

• Collaborate with the Customer Experience team to develop and Implement strategies for improving customer satisfaction and loyalty. 
• Participate in regular team meetings and contribute ideas for enhancing processes and service delivery.

Customer Complaint Management:

• Handle and close customer complaints effectively, ensuring a high level of customer satisfaction.
• Ensure that all customer complaints are captured and documented accurately.

Qualifications

• Bachelor's Degree in Business, Marketing, Communications or a related field. 
• Must have 2-4 years of experience in a customer service, customer experience or related role.
• Proven track record of successfully managing customer feedback and issue resolution processes. 
• Proficiency in using customer feedback tools and CRM software.
• Ability to work independently and as part of a team. 
• Excellent communication and interpersonal skills.
• Strong analytical and problem-solving abilities.
• High attention to detail and organizational skills. 
• Familiarity with social media management and monitoring tools. 
• Customer centric mindset. 
• Empathy and active listening.
• Ability to handle stressful situations calmly and professionally.