Job Objective/Purpose
Ensure delivery of superior customer experience at all points of the customers journey and lead innovation and creativity towards continuous service improvement, client engagement, and client satisfaction.
Key Responsibilities
Team leader for the client experience coordinators across the team.
Spearhead in the formulation of client experience systems and processes across the team.
Lead the implementation of all systems and processes aimed at improving client experience including but not limited to monitoring the customer journey cycle, complaints and finding solutions.
Daily management and improvement of the Clients journey and turnaround time.
Oversee the call center performance and implement client follow up calls.
Conduct customer care visits to our clients, obtain feedback, generate reports, and follow-up with responsible departments.
Collaborating with cross-functional teams, such as marketing, sales, product development, and the customer service team, to align customer experience efforts with business goals and objectives
Conduct regular clients’ satisfaction reports.
surveys – Analyzing customer feedback, surveys, and data to identify customer pain points and different ways to improve the customer journey and create a positive experience
Contribute to internal and external communications, this may include web content, social media, emails, printed advertisements, customer packs and more
Oversee front desk and admission desk operations
Act as the custodian of general grooming of all front-facing staff
Coaching and development of new and existing staff, transforming communications and the way they work.
Training and educating staff on customer-centric approaches and best practices to foster a customer-focused culture throughout the organization.
Designing and implementing customer service standards and guidelines to ensure consistent and exceptional service delivery for building customer relations.
Monitoring and measuring key performance indicators (KPIs) related to customer satisfaction, retention, and loyalty, providing regular reports and insights to senior management and stakeholders.
Any other duty as assigned by the supervisor in line with the job description.
Qualification and Experience Requirements
A minimum of a Bachelor’s degree in business administration, marketing, business management, communications, or a related field is beneficial but not required.
Minimum of 3 years’ experience in management within Business or Operations function with a customer facing bias.
Certifications in customer experience management, such as Certified Customer Experience Professional (CCXP), are advantageous to show a commitment to the field and continuous learning
Proficiency in using customer experience tools and software such as customer feedback management systems, CRM platforms, and data analytics software
Experience leading change and inspiring teams with an exciting future vision.
Confident, organized and with excellent communication.
Critical thinking, analytical and problem-solving skills.
Excellent interpersonal and a team player.
Ethical, empathetic and customer focused.
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