About the Role
PDO Incorporated is the central hub that drives the expressions and operations of one of Africa's most socially impactful and forward-thinking personal brands, Brand PDO. With active footprints in social development, entrepreneurship, climate advocacy, and media, we unify diverse, high-impact projects under a single powerful vision. We are seeking a dedicated Customer Experience Executive to champion our commitment to excellence, guide our clients seamlessly through their journeys, and ensure every interaction reflects our core values of empathy, discipline, and reliability.
Key Responsibilities- Guide customers professionally through enquiries, onboarding processes, necessary documentation, and comprehensive after-sales support.
- Manage customer complaints efficiently, provide timely updates, and coordinate cross-functionally to resolve outstanding issues.
- Maintain accurate CRM records and implement structured workflows for effective follow-ups, escalations, and feedback collection.
- Explain products, payment terms, and processes clearly, making realistic commitments that align with organizational capabilities.
- Drive customer satisfaction, retention, and referrals by delivering proactive and personalized service solutions.
- Track key metrics such as response times, resolution rates, and recurring issues, recommending practical operational improvements.
- Proven experience in a customer service or customer experience role, demonstrating strong attention to detail and problem-solving abilities.
- Prior experience supporting property buyers, subscribers, or customers with ongoing payment and service commitments will be a distinct advantage.
- Exceptional verbal and written communication skills with a proven capacity to handle difficult conversations calmly and professionally.
- Hands-on proficiency in utilizing modern CRM systems, spreadsheets, and various digital communication tools.
- A proactive mindset focused on closing the loop and keeping customers informed every step of the way.
- Competitive salary package designed to recognize and reward your dedication and expertise.
- Performance incentives directly tied to service quality, issue resolution speed, and overall customer retention.
- Opportunities for professional growth within a forward-thinking, socially impactful organization operating across Africa.
- A collaborative and supportive work culture that values empathy, discipline, and determination.