Job Description
The Team Leader – Branch Customer Experience is responsible and accountable for promoting service quality and seamless service delivery to internal and external customers.
Responsibilities
Drive positive Customer Experience performance such as Customer Satisfaction Index andNPS for the Branch.
Primary service quality contact for customer relationships post-sales and post-incident.
Propose and promote internal and external Customer Experience initiatives within theBranch.
Drive and influence effective branch customer complaints management including,escalation.
Reputational risk detection, management and reporting.
Ensure awareness and adherence to applicable SLAs.
Inspire and influence the desired Culture Values and practices across the Branch.
Provide regular reports for Customer Experience monitoring and analysis.
Qualifications
Bachelor’s degree in Business or related field
Minimum 3 years’ work experience in Customer Experience
Proficient in MS Office suite applications
Familiar with CRM systems and practices is an added advantage
Problem-solving skills
Able to relate well to people at all levels
Attention to detail
High sense of responsibility
Proven customer support experience
Strong phone contact handling skills and active listening
Customer orientation
Excellent communication and presentation skills
Ability to multitask, prioritize and manage time effectively
