9 Payment Service Bank

Customer Experience Management Officer

Customer Service & Support

Nigeria - Lagos | Full Time | NGN Confidential

Job Description/Requirements

  • Ensuring adherence to quality standards and key performance indicators for all customer interfacing processes in 9PSB.
  • Reviewing processes, policies, systems, and behavior across all points of contact with customers to ensure optimal customer satisfaction and identify areas for process improvement.
  • Provide adequate support in the conduct of procedural audit/evaluation and monitoring of customer-facing functions to ensure compliance with 9PSB’s customer relationship management (CRM) standards.
  • Continuously monitor competitor activity with regards to customer experience management.
  • Conduct research on customer advocacy initiatives to support and protect customer rights/privileges and proffer recommendations to the Head, Marketing & Customer Experience.
  • Liaise with relevant unit/ team/function in carrying out all activities.
  • Attend team/divisional/departmental meetings as required.
  • Prepare/compile agreed periodic activity and performance reports for the attention of the Head, Marketing & Customer Experience.
  • Perform any other duties as assigned by the Head, Marketing & Customer Experience.

Education and Experience:

  • First degree or its equivalent in a relevant discipline.
  • Previous managerial experience would be an added advantage
  • Five(5) to seven (7) years relevant work experience.

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