Customer Experience Officer

About the role

The Customer Experience Officer will oversee service delivery across all customer touchpoints for CDLPHUB Telecoms Ltd, a technology‑driven telecom provider. The role focuses on improving satisfaction, reducing churn, and supporting onboarding for SME and enterprise clients.

Key responsibilities

• Manage end‑to‑end customer experience across calls, WhatsApp, email and digital platforms.
• Handle complaints, inquiries and escalations promptly and professionally.
• Monitor and improve CSAT, response time, resolution time and churn indicators.
• Identify recurring issues and work with technical and operations teams to resolve root causes.
• Maintain structured feedback systems and report insights to management.
• Support onboarding of SME and enterprise customers and coordinate with sales, technical and operations teams.
• Document all interactions using CRM or ticketing tools and prepare weekly/monthly experience reports.
• Assist in service recovery during outages and develop retention and loyalty initiatives.

Required profile

• Bachelor’s degree in Business, Communications, IT, Marketing or related field.
• 2–4 years of experience in customer experience, support or service delivery.
• Strong communication, problem‑solving and conflict‑resolution abilities.
• Interest in telecom systems and willingness to learn technical concepts.
• Ability to work calmly and solution‑oriented under pressure.

Required skills

• Experience with CRM systems.
• Experience with ticketing tools.