Customer Experience Officer
DUTIES AND RESPONSIBILITIES
- Ensure prompt and efficient resolution of all customer complaints, requests and inquiries received in the contact center via telephone lines in line with set service levels and processes.
- Perform first line resolution of customer issues escalated by the contact center agents and follow-through to ensure satisfactory resolution.
- Follow up with relevant departments/ units /process owners to ensure timely and efficient resolution of escalated customer complaints/issues.
- Ensure overall goals and KPIs are met and ensure improvements are monitored and sustained.
- Ensure daily reports are correct and sent out before deadlines
- Participate in feedback sessions (handled by the Quality Assurance and Training teams).
- Promote co-operation and positive morale, within and across assigned team.
- Follow-up with the Quality Assurance and Training teams to ensure timely performance feedback and appropriate training interventions for agents.
REQUIREMENT AND QUALIFICATION
- Minimum educational qualification: BSC or HND in a course
- Product and service knowledge training will be provided
- Excellent time management skills
- Previous experience working as a Customer Care Representative is desirable but not mandatory
- Team work and interpersonal skills
- Good Computer skills
- Good communication and interpersonal skills
- Attention to detail
- Problem solving skills required.
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