Job Summary
Dodai is seeking a customer-focused and proactive Junior Customer Experience Officer to provide timely, accurate, and professional support to customers across service centers, phone, chat, and other communication channels. The successful candidate will serve as the first point of contact for customers and prospects, handle inquiries and complaints, coordinate service requests, and ensure a smooth customer experience across repair, logistics, and sales operations.
Key Duties & Responsibilities
- Customer Support & Issue Resolution
Welcome customers at maintenance and repair service centers and provide professional assistance.
Respond to customer inquiries through phone, chat, and messaging platforms.
Provide accurate information about Dodai products, services, repairs, and subscriptions.
Record customer interactions, complaints, and feedback in the appropriate systems.
Resolve routine customer issues and escalate complex cases to the Customer Experience Lead or relevant department.
- Ticketing & Case Management
Create, assign, track, and follow up on customer service tickets for repairs, returns, and other requests.
Monitor case progress and ensure timely resolution in line with established service-level agreements (SLAs).
Maintain accurate documentation of customer cases for reporting and analysis.
- Team Coordination
Coordinate with repair and maintenance teams regarding service appointments and technical issues.
Work with the logistics team to confirm deliveries and pickups.
Coordinate with the warehouse team to check spare-parts availability and support timely delivery.
Refer new customer inquiries and sales opportunities to the appropriate sales or onboarding team through the Customer Experience Lead.
- Customer Feedback & Reporting
Record customer satisfaction metrics, including CSAT and NPS, where applicable.
Identify recurring customer issues and share feedback to support service improvements.
Participate in regular team reviews and performance discussions.
- Systems & Compliance
Use CRM, telephony, and ticketing systems to manage customer interactions and maintain accurate records.
Follow standard operating procedures, after-sales policies, and data privacy requirements.
Stay informed about product updates, service policies, and internal tools.
Perform other related duties as assigned by the supervisor.
Educational Qualifications
Bachelor’s degree in Marketing Management, Business Administration, Customer Service Management, or a related field.
Work Experience
One (1) to two (2) years of experience in customer support, call center operations, or a customer-facing service role.
Required Skills & Competencies
Excellent verbal and written communication skills.
Strong active-listening, customer-service, and problem-solving abilities.
Ability to use phone systems, chat platforms, and customer support software.
Basic data-entry and reporting skills using Google Sheets or CRM dashboards.
Ability to manage multiple tasks in a fast-paced, high-volume environment.
Strong organizational skills, accountability, and attention to detail.
Positive attitude and commitment to customer satisfaction.
Ability to collaborate effectively with cross-functional teams.
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