Senior Customer Experience Officer

About the role

The Senior Customer Experience Officer leads the delivery of high‑quality support to customers, handling complex cases and escalations while ensuring service excellence. This role also mentors junior team members and contributes to continuous operational improvements.

Key responsibilities

• Handle complex customer inquiries, complaints, and escalated cases.
• Provide guidance and support to Customer Experience Officers and Junior Customer Experience Officers.
• Ensure accurate processing of transactions and compliance with operational procedures.
• Identify opportunities to improve customer service processes and efficiency.
• Support training and onboarding activities for new team members.
• Monitor customer service quality and recommend corrective actions when needed.
• Promote products, services, and loyalty programs while identifying business opportunities.
• Prepare reports and provide feedback on customer trends and service performance.

Required profile

• Bachelor's degree in business management or a related field.
• 4+ years of experience in customer service, retail, banking, or a related field.
• Previous experience handling escalations or mentoring team members is preferred.
• Professional proficiency in the local language and English.

Required skills

• Advanced customer service and conflict resolution abilities.
• Strong analytical and problem‑solving capabilities.
• Excellent communication and interpersonal skills.
• Coaching and mentoring experience.
• Organizational and time‑management competence.
• Process improvement and quality‑assurance mindset.