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 centres or reaching out via phone, chat or other channels. You will deliver timely, accurate and empathetic support, ensuring each interaction reflects Dodai’s commitment to reliability and care.

Key responsibilities

• Welcome and assist customers at the maintenance and repair service centre in a professional manner.
• Create, assign and monitor customer tickets for repairs, returns or service requests, ensuring SLA‑based resolution.
• Escalate complex cases to the Customer Experience Lead and coordinate with Repair & Maintenance Officers and logistics teams.
• Record and report customer satisfaction metrics such as CSAT and NPS, and share recurring issues to improve processes.
• Use internal CRM, telephony and ticketing systems to log interactions and maintain data privacy compliance.

Required profile

• Bachelor’s degree in Marketing, 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, active listening and problem‑solving abilities.
• Ability to handle multiple tasks in a fast‑paced, high‑volume environment.

Required skills

• Phone systems
• Chat platforms
• CRM and ticketing tools
• Google Sheets for data entry and reporting