Customer Relations and Communications Officer
Customer Relations and Communications Officer
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5years
Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
EXPERIENCE AND EDUCATION:
Essential Qualifications/Experience:
Excellent working knowledge of the full Microsoft Office suite and SharePoint
Prior experience of direct customer interactions handling inquiries complaints and feedback via phone email chat or inperson and drafting/providing appropriate feedback
Familiarity with managing or engaging customers through social media platforms
Familiarity with promoting services generating new strategies and improving visibility both internally and externally
Experience in Customer Service and Customer Satisfaction processes
Experience of creating communications content including photography video and blogs that reflect the organizations branding and customer engagement goals
Desirable Qualifications/Experience:
Experience of managing relationships with internal and external customers
Proven ability to analyse customer feedback to identify trends and insights that inform strategies for improving satisfaction and engagement
Experience in planning delivering and evaluating communication strategies across multiple channels (email social media newsletters) for both internal and external audiences
Experience in training and guiding staff on best practices for handling customer feedback and ensuring a consistent customerfocused approach
Extensive working experience with Customer Relationship Management (CRM) toolsets
DUTIES/ROLE:
Managing and collating customer feedback received through various channels related to the full range of NIMSC services
Analysing customer feedback and behaviour to provide recommendations on improving customer satisfaction and engagement
Collaborating with internal and other NCIA departments to implement customer feedback and improve the customer experience
Creating reports and presentations on customer feedback trends for management
Training and guiding staff on how to handle customer feedback in a consistent and helpful manner
Identifying potential issues and crafting appropriate responses
Work with NIMSC Senior Management to develop effective communication strategies that actively promote NIMSC and its services
Assist in the communication of strategies or messages from Senior Management
Plan deliver and evaluate regular communications across all channels and to all our internal and external audiences
Lead on key internal and external communications projects and initiatives working with key stakeholders internally and externally
Plan and manage the design content and production of all NIMSC marketing materials
Manage internal communications (memos newsletters etc.
Collaborate with internal and external departments to develop manage and distribute NIMSCrelated marketing material
Work closely with other Agency entities and all internal staff to generate new ideas and strategies
Ensure NIMSC communications are consistently on brand and on message
Build and maintain the NIMSC image library
Manage and maintain the NIMSC Chief Blog
Work closely with the NIMSC IKM Officer to ensure all content on the NIMSC SharePoint portal is current accurate engaging and informative
Employment Type
Full Time
