Job Vacancy Lagos, Nigeria Position Customer Experience & Engagement Specialist at Smileville Ortho-Dental Limited

Welcome to our job portal. Smileville Ortho-Dental Limited is offering exciting opportunities for the position of Customer Experience & Engagement Specialist in Lagos. We are currently seeking Full-time candidates.

We are looking for individuals with excellent skills and relevant beginners/seniors experience. Additionally, we highly value traits such as honesty, discipline, and accountability in our prospective employees.

Operating in the (according to the company) sector, we provide a wide range of professional opportunities. If you're interested in pursuing a rewarding career with Smileville Ortho-Dental Limited, we encourage you to submit your application directly through our website.

Join our growing team and embark on a fulfilling career journey with Smileville Ortho-Dental Limited. Don't miss the chance to be part of our dynamic work environment. Apply now and take the first step towards a bright future.

Job Information

Company:	Smileville Ortho-Dental Limited
Position:	Customer Experience & Engagement Specialist
City:	Lagos, Lagos
Province:	Lagos
Education:	Confidential
Salary:	NGN 200.000 per Month
Job Type:	Full-time

Job Description

Job Description: Customer Experience & Engagement Officer.

**Reports To:** Business Manager

Role Overview

The Customer Experience & Engagement Officer will serve as the first point of contact for clients, ensuring excellent customer service, effective engagement, and smooth communication across Smileville’s business units (Dental Supplies, Modern Ortho Dental Lab, and Smileville Aligners). This role combines customer relations, sales support, complaint resolution, and digital engagement to create an exceptional experience for every customer.

Key Responsibilities1. Customer Experience Management

– Act as the primary contact for client inquiries, complaints, and feedback.

– Ensure timely and professional resolution of customer issues, escalating complex cases when necessary.

– Follow up with customers post-purchase to ensure satisfaction and encourage repeat business.

– Maintain accurate records of customer interactions using Zoho CRM and Zoho Desk.

2. Sales Support & Follow-up

– Support the Sales and Lab teams in managing customer accounts.

– Track and follow up on leads, pending quotations, and deliveries.

– Ensure that every potential and existing client receives timely updates on their orders or inquiries.

– Collaborate with the Finance/Accounts team to verify invoice/payment status when needed.

3. Customer Engagement & Communication

– Develop and maintain effective communication channels (calls, WhatsApp Business, social media DMs, email).

– Respond promptly and professionally to customer messages and comments on social media.

– Create and manage customer follow-up templates and SOPs (scripts, responses, escalation guidelines).

– Conduct periodic customer satisfaction surveys to identify improvement opportunities.

4. Social Media & Digital Engagement

– Support content creation by suggesting customer-centric post ideas.

– Manage direct interactions (DMs, comments, WhatsApp inquiries) on Smileville’s digital platforms.

– Share insights with the Marketing/Business Manager on trending concerns, FAQs, and engagement opportunities.

5. Reporting & Insights

– Prepare weekly and monthly customer experience reports, highlighting:

• Volume and type of customer inquiries.
• Resolution performance.
• Customer feedback and suggestions.
• Engagement metrics from social media/customer channels.
• – Recommend initiatives to improve customer satisfaction and retention.

Key Performance Indicators (KPIs)

– Response time to customer inquiries (within 2 hours).

– Complaint resolution rate (target: 90%+ within agreed timelines).

– Follow-up completion rate on sales and lab clients (target: 95%).

– Customer satisfaction ratings from surveys.

– Social media engagement response rate.

– Accuracy of CRM/Zoho Desk records.

Method of Application

Send your CV (cover letter optional) to [email protected] Use the email subject line: “Customer Experience & Engagement Officer Application”

Job Type: Full-time

Pay: ₦200,00.00 per month

Benefit

• Opportunities to contribute to business growth
• Skill development
• Work-life balance
• Access to the latest technology
• Collaborative work environment
• Professional training
• Professional networking opportunities
• Opportunities for promotion
• Recognition and performance awards
• Valuable work experience

Requirements

• Physically and Mentally Healthy
• Minimum Age of 18 Years
• No Criminal Record
• Experience in the Related Field (Preferred)
• Good Communication Skills
• Minimum Education of High School Diploma
• Able to Work in a Team
• Able to Work Under Pressure
• Willing to Be Placed in the Designated Work Location

Company Address

Province	Lagos
City	Lagos
Google Map	Google Map