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Full-time
Customer Experience Officer Job at SurePay
SurePay
Job Description
The Customer Experience Officer manages complex, high-stakes, or systemic issues that impact customer trust and business performance. The role provides specialized expertise in fraud, compliance, VIP accounts, and systemic failures, ensuring resolution and long-term improvements.
Duties, Roles and Responsibilities
Complex Case Handling
- Resolve high-value or VIP client complaints with professionalism and urgency.
- Manage compliance-related cases such as AML, KYC, and fraud alerts in collaboration with the Risk & Compliance team.
- Handle unresolved escalations from Level 2 to ensure full closure and customer satisfaction.
- Lead customer retention efforts for high-risk or rebounding clients to minimize churn and restore trust.
Systemic & Technical Issues
- Collaborate with IT and Product teams to diagnose and resolve platform bugs, system outages, or performance downtimes.
- Conduct root cause analysis for recurring failures and recommend permanent corrective actions.
- Follow up to ensure implementation of preventive measures and process improvements.
Reporting & Insights
- Prepare detailed reports on systemic issues, critical cases, and customer risk patterns.
- Share insights and recommendations with management to prevent recurrence and strengthen service reliability.
- Track and report trends in escalations, resolution times, and customer retention outcomes
Qualifications, Education and Competencies
See all details of the qualifications, competencies and education for this role under the "How to Apply" section below.
Interested candidates can send in their application letters and updated CVs via Email to applications@surepayltd.com
Note: Only successful candidates will be contacted!
Applications are managed via the AfriCareers Jobs Portal:
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Click the Apply button below
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New users: Select Create Profile and complete the Profile Creation Wizard
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Existing users: Log in and update your profile if needed
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Go to the "Jobs" tab
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Read the detailed job description, Roles and Qualifications.
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Submit your application via the jobs portal
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Track progress under "My Applications" tab
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