Senior Officer - Customer Experience

About the role

The Senior Officer - Customer Experience oversees customer care activities, coordinates with internal departments and site teams, monitors service requests and complaints, and ensures timely and professional responses to customers. The role supports service quality improvement, customer relationship management and compliance with company procedures and service standards.

Key responsibilities

• Handle customer inquiries, complaints and service requests professionally
• Monitor and follow up on complaints to ensure timely resolution
• Coordinate with operations and maintenance teams to address customer concerns
• Maintain accurate records of customer interactions and service requests in the system
• Monitor service response times and ensure compliance with agreed service standards
• Prepare regular reports on complaints, feedback and satisfaction
• Identify recurring issues and recommend service improvements
• Communicate service updates and resolutions to customers
• Support customer satisfaction surveys and feedback initiatives
• Guide customer care team members and support daily workflow, where applicable

Required profile

• High school graduate with experience in customer service or a related field
• Bachelor's degree in Business Administration, Management or a relevant discipline preferred