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.