Customer Engagement Officer at Esosa Food Systems and Innovations Ltd

Esosa Food Systems and Innovations Ltd stands at the forefront of the food industry, orchestrating a transformative journey across the expansive bakery value chain. With a multidimensional approach spanning agriculture, meticulous food production and processing, streamlined logistics, efficient distribution, and unparalleled retail services, we position ourselves as innovators in the field.

Job Overview

Our Customer Engagement Officer plays a crucial role in enhancing customer satisfaction loyalty, and retention through effective communication, relationship building, and problem resolution our company. For this role, the officer will interact with customers across various channels to address inquiries, provide assistance, and gather feedback to improve overall customer experience.

Key Responsibilities
Customer Interaction:

Respond promptly to customer inquiries via multiple channels including phone, email, social media, and live chat.
Provide accurate and timely information to customers regarding products, services, orders, and company policies.
Address customer concerns, complaints, and escalations with professionalism and empathy, striving for a swift resolution.

Relationship Building:

Coordinate scheduled phone calls and text message communications with customers on a consistent basis.
Ensure proactive outreach through both phone and text channels to maintain regular engagement with our clientele.
Cultivate positive relationships with customers by demonstrating empathy, understanding, and a commitment to exceeding their expectations.
Proactively engage with customers to build rapport, gather feedback, and identify opportunities to enhance their experience with the company.

Order Management:

Process orders, with the digital marketing team and send same to the centers for processing and delivery.
Coordinate with other departments such as sales and operations, to ensure timely order fulfillment and delivery.

Feedback Collection:

Solicit feedback from customers regarding their experiences, preferences, and suggestions for improvement.
Compile and analyze customer feedback to identify trends, issues, and areas for improvement in products, services, or processes.

Customer Outreach:

Initiate outbound communication with customers for purposes such as order confirmation, follow-up, and proactive customer service.
Conduct outreach campaigns to re-engage dormant customers, promote new products or services, and gather market intelligence.
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Documentation and Reporting:

Maintain accurate records of customer interactions, transactions, and resolutions in the company’s CRM system.
Generate reports and analysis on customer feedback, satisfaction levels, and key performance metrics to inform decision-making and continuous improvement initiatives.

Qualifications and Skills

Bachelor’s Degree in Business Administration, Marketing, Communications, or related field preferred.
Proven experience in customer service, customer relations, or a related role, preferably in a FMCG industry.
Excellent communication skills, both verbal and written, with a strong ability to empathize, listen actively, and articulate solutions clearly. Ability to speak vernacular and various indigenous languages.
Strong interpersonal skills and the ability to build rapport and trust with customers from diverse backgrounds.
Proficiency in using CRM software, Microsoft Office Suite, and other relevant tools for customer engagement and data management.
Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
Problem-solving skills with a proactive and solution-oriented mindset.
A customer-centric approach with a genuine passion for delivering exceptional service and creating positive customer experiences.
Strong data analytics skills.