Customer Experience Officer

About the role

The Customer Experience Officer enhances the end‑to‑end customer journey by blending frontline support with back‑office operations, reporting and performance analysis. The role drives service excellence through data‑driven insights, process improvements and efficient handling of customer interactions and internal workflows.

Key responsibilities

• Prepare daily, weekly and monthly customer experience reports, including sales analyses and complaint trends.
• Analyze feedback data to identify patterns, recurring issues and improvement opportunities.
• Coordinate with fleet, operations and customer service teams to resolve systemic issues.
• Maintain and improve SOPs for customer service processes and audit interactions for quality and compliance.
• Support automation initiatives involving CRM tools and reporting systems.
• Handle escalated cases, investigate root causes and ensure corrective actions are documented.
• Provide on‑hand training at service counters, monitor standards and drive ancillary sales improvement.
• Resolve complaints efficiently, follow up with customers and uphold brand standards.

Required profile

• Bachelor’s degree in business administration, hospitality, tourism, sales or a related field.
• Excellent verbal and written communication skills.
• Strong analytical ability to interpret customer data and metrics.
• Customer‑centric mindset with proven problem‑solving capabilities.

Required skills

• CRM tools

What we offer

• Opportunity to influence the customer experience strategy of a growing organization.
• Collaborative environment with cross‑functional teams.
• Professional development and career growth prospects.