Job Purpose:
The customer Happiness Manager will be instrumental in helping strengthen customer operations, ensuring that Smart customers have an amazing experience and proactively increasing stakeholders’ satisfaction and loyalty; ultimately business growth and profitability.
Key Responsibilities and Accountabilities:
Customer Experience Measurement
Measuring customer satisfaction through monthly surveys and gathering customers feedback.
Analyzing customer feedback and sharing the report with management and the other stakeholders.
Defining Customer Success Metrics.
Provide recommendations on customer feedback for implementation.
Service Charter
Define customers interactions points
Identifying customer KPIs to monitor
Defining customer experience standards and customers’ rights and responsibilities.
Set ways to obtain feedback and handle clients’ feedback and complaints.
Periodically monitor and review of the service charter.
Customer Journey Mapping for all Smart Solutions.
Empathy Mapping, Stakeholder Mapping and Process Mapping.
Customer Obsession Strategy
Develop Policies to guide customer obsession strategy
Train stakeholders on CX essentials such as pro-activeness, empathy, and active listening.
Enhancing customer centricity.
Understanding the Customer
Identifying Customer behavior and preferences and advise management on the same with recommendations.
Listening to Customers.
Effortless Experience Engineering.
Qualifications
A Bachelors Degree in Business/ its equivalent.
Relevant professional qualifications.
Atleast 3 years with an IT organization in a similar position.
Job Requirements
Experience in the following areas;
Customer Journey Mapping
Net Promoters Score
Managing People Skills and Behaviors;
Skills and Behaviors
Inquisitive and Creative Mind.
Interpersonal and communication skills.
Research and Analytical skills.
Result oriented.
Attention to detail.
Collaboration and Persuasion.
Empathy.
Interested candidates who meet the criteria above are encouraged to send their application letter and detailed CV to – cvs@smartapplicationsgroup.com by Friday 17th March, 2023 indicating the position on the subject line.Please note: Only shortlisted candidates will be contacted.
Apply via :
cvs@smartapplicationsgroup.com
