Customer Experience Officer

Job Title
Customer Experience Officer

Position Overview

Position Objective:The Customer Service Officer (CSO) efficiently handles diverse inquiries from customers and business partners about stock, lead times, orders, and directs requests to relevant teams. Using Salesforce, the CSO manages cases from start to resolution, escalating when needed, and consistently represents Shaw positively. The CSO also supports logistics and procurement functions as directed by the CXM and senior team members.Essential Duties & ResponsibilitiesCase Management & Workflow Ownership• Assign new cases from the worklist efficiently, distribute workload among CSOs, and keep customers updated. Manage cases proactively, document accurately, follow up as needed, resolve outcomes clearly, and escalate complex issues to senior staff when necessary.Order Management & Customer Support• Perform order entry, maintenance, and enquiry management accurately and in a timely manner, along with other d...