MISA Energy Ghana Ltd is looking for a Customer Experience Officer to join our team.
Key Purpose
1. To foster customer loyalty, increase customer satisfaction, and drive business growth through positive customer interactions and relationships.
2. To be responsible for tracking all points of customer engagement, addressing customer queries, and identifying ways to improve our customer services.
Key Responsibilities
Sales and Marketing:
· Develop and implement customer experience strategies and initiatives to drive customer acquisition and retention.
· Analyze market trends and customer needs to inform product offerings and pricing strategies.
. Collaborating with cross-functional teams, such as marketing, sales to align customer experience efforts with business goals and objectives.
. Foster a customer-focused sales culture.
Customer Service and Engagement:
. Designing and implementing customer service standards and guidelines to ensure consistent and exceptional service delivery for building customer relations.
· Analyzing and mapping out the customer journey to identify pain points and drive improvements.
· Gathering customer feedback through surveys, reviews, in-person meetings, and other channels, and using data-driven insights to drive improvements.
· Monitoring key metrics such as customer satisfaction scores, Net Promoter Score (NPS), customer retention rates to measure the effectiveness of customer experience initiatives, and reporting on CX performance.
· Identifying customer needs and taking proactive steps to maintain positive experiences.
. Training and educating staff on customer-centric approaches and best practices to foster a customer-focused culture throughout the business.
· Responding to customer queries in a timely and effective manner, via phone, email, social media and providing guidance.
Performance Monitoring:
· Documenting processes and logging technical issues, as well as customer compliments and complaints.
· Prepare regular reports for management.
· Communicating customer needs and feedback to relevant departments.
· Monitoring customer metrics and reporting on customer experience performance.
· Tracking key indicators to measure the effectiveness of CX initiatives.
. Keeping informed of industry trends and new CRM technologies
Brand Advocacy:
· Fostering positive customer perceptions of the brand.
. Representing the company as a customer advocate and champion.
Key Competencies
· Communication: Excellent written and verbal communication skills.
· Problem-solving: Ability to analyze issues, identify solutions, and implement improvements.
· Empathy and Active Listening: Understanding customer needs and perspectives.
· Data Analysis: Ability to interpret data and identify trends.
· Collaboration: Strong interpersonal skills and ability to work effectively with cross-functional teams.
· Project Management: Ability to manage projects, set goals, and track progress.
. Adaptability: You can proactively respond to evolving customer needs, industry trends, and shifting business dynamics
Qualifications
· A minimum of a Bachelor's degree in business administration, marketing, business management, communications, or a related field.
· Proven experience in sales, marketing, customer service and retail.
· Certifications in customer experience management, such as Certified Customer Experience Professional (CCXP), are advantageous to show a commitment to the field and continuous learning
. Minium of 2-5 years' experience in customer service, customer experience management, or a related field.
. Proficiency in using customer experience tools and software such as customer feedback management systems, CRM platforms, and data analytics software.
· Proficiency in Microsoft Office Suite.
How To Apply
Interested applicants should forward their applications & CVs to openings.gh@gmail.com
Closing Date: Friday, 29th August, 2025 | Only short-listed applicants will be contacted.