Customer Experience Executive

About this role

PDO Incorporated seeks a Customer Experience Executive in Lagos. The role involves guiding customers through enquiries, onboarding, documentation and after-sales support, handling complaints, and coordinating with teams to resolve issues. You will maintain CRM records, implement follow-up and escalation workflows, and explain products and payment terms clearly. The position aims to improve customer satisfaction, retention and referrals while tracking performance metrics and suggesting improvements. Strong communication, problem-solving, and experience with CRM tools and digital communication are required. Prior experience in customer service or customer experience is preferred, with property or subscription-related support as an advantage.

What you would do

• Guide customers through enquiries, onboarding and documentation
• Provide after-sales support and manage complaints
• Coordinate with teams to resolve issues and keep customers informed
• Maintain accurate CRM records and implement follow-up workflows
• Explain products and payment terms clearly and make feasible commitments
• Track response times and resolution rates and identify recurring issues
• Improve customer satisfaction, retention, referrals and repeat business
• Communicate clearly and handle difficult conversations calmly
• Use CRM systems, spreadsheets and digital communication tools
• Close the loop on customer issues and ensure updates are provided

What they are asking for

• Relevant customer service or customer experience experience
• Strong attention to detail and evidence of problem solving
• Experience supporting customers with ongoing payment and service commitments is an advantage
• Ability to communicate clearly and handle difficult conversations
• Comfort with CRM systems, spreadsheets and digital tools

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