Job Description
Reporting to: Head of Finance, Customer Experience and Procurement
Minimum Qualification: Diploma
Principle Duties and Responsibilities
Conduct regular customer service process reviews and audits to ensure gaps and risks are managed, procedures followed and improvements are effected.
Handle and/or escalate accordingly the enquiries that come through the customer service contact channels Obtain customer testimonials.
Prepare customer service reports by collecting, analyzing, and summarizing data and trends.
Ensuring all relevant communications, records and data are updated and properly stored.
Identify customer touch points and develop and implement innovative means to serve customers better throughout the customer lifecycle in conjunction with the other teams.
Come up with ways, criteria and metrics to appreciate customers
Liaise and communicate with the customers who win during company promotional campaigns.
Maintain hard and soft copies of clients’ documentation.
Handle Front office roles in the absence of the Front office Executive when requested by management.
Identify and assess customers’ needs to achieve satisfaction.
Check on quality of service offered to the customers as well as compiling the quality reports.
Handle product recalls requests.
Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution and prepare incidents reports.
Responsible for compiling and generating reports as they relate to customer service surveys.
Collect and collate customer feedback and developing actionable changes/improvements.
Assist in implementing major customer service projects or initiatives.
Ensure all the required signage is present in the completion documents i.e. by the client and the company directors before and after the documents are taken to the lands office.
Perform other roles as required as part of the customer service team.
Key Performance Indicators
Ensure overall Customer Satisfaction
Monitor overall customer acquisition rate
Timely Complaint Escalation rate
Product Knowledge
Promotion of Customer awareness
Requirements for the Customer Experience Executive Job
A Diploma/Bachelor’s degree in Customer Experience or related field
1 to 2 Years’ experience in Customer Service or Client relations roles.
Demonstrated ability to manage multiple tasks and compile customer service reports
Strong analytical, communication and interpersonal skills
Highly driven with enthusiasm to maintain exceptional customer service and to cope with irate clients.
Proficiency in computer skills MS Word, Excel, Outlook, Email, Internet and CRM database.
Good attention to detail, organized, efficient and decisive.
High degree of accuracy when handling customer data.
Ability to work independently and as part of a team.
