Junior Customer Experience Officer

About the role

The Junior Customer Experience Officer will be the first point of contact for customers visiting Dodai’s service centers or reaching out via phone, chat, and messaging platforms. You will ensure every interaction reflects Dodai’s commitment to reliability, efficiency, and care.

Key responsibilities

• Respond to customer inquiries through phone, chat, email, and in‑person visits in a timely and professional manner.
• Create, assign, and follow up on tickets for repairs, returns, and service requests, tracking resolution against SLA timelines.
• Document customer feedback, monitor service quality, and collaborate with internal teams to improve workflows.
• Maintain accurate records in CRM, telephony, and ticketing systems while adhering to SOPs and data‑privacy guidelines.

Required profile

• Bachelor’s degree in Marketing Management, Business, Customer Service Management, or a related field.
• 1–2 years of experience in customer support, call‑centre, or front‑facing service roles.
• Excellent verbal and written communication, strong active listening, and problem‑solving abilities.
• Ability to handle multiple tasks in a fast‑paced, high‑volume environment with a positive attitude.

Required skills

• Proficiency with phone and chat platforms.
• Experience using CRM and ticketing systems.
• Basic data entry and reporting using Google Sheets or similar dashboards.