Customer Experience Advisor
Posted on :
30-08-2024
Employer Active
1 Vacancy
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Job Description
Job Title: Customer Experience Advisor
Primary Reporting: Customer Experience Team Leader
Secondary Reporting: Manager Customer Support & Operations
Department:Transformation & Performance Customer Experience
Leadership Level:Individual Contributor
Job summary/ Job purpose/ Role Intent:
The position will act as a liaison to provide services and information in a bid to up sell and cross sell emerging opportunities and effectively attend to customer queries via our client resolution channels with accuracy and efficiency.
Key Responsibilities
1. Manage customer relationships throughout the incident management phase.
2. Handling tickets assigned and follow up for resolution within SLA.
3. Responding to client emails within the stipulated timelines.
4. Assist clients on first and second level troubleshooting and resolution of complaints.
5. Provide accurate and timely feedback and reports to line manager as may be required from time to time.
6. Continuously update and profile the contact database of all customers handled on a daily basis.
Principal Outputs for this role
7. Handle at least 70 tickets per day/ translating to 10 tickets per hour
8. Deferred transaction target of 85% (escalated cases from First Level)
9. Average Occupancy of 86% per day
10. Timely response to emails.
11. 85% customer satisfaction rating
12. Close loop 80% of tickets handled either via email SMS and calls per month
13. Average of 90% quality score (QA Score)
14. 98% schedule adherence
Requirements
Qualifications Academic and Professional
Diploma or Bachelor s Degree in Business or related field
Experience
At least 1 year experience in a contact centre support and operations
Competencies
Technical competencies
Customer service procedures and standards
Customer Experience core competencies
Customer focus
Networking and building partnerships
Analytical thinking
Influencing and negotiation
Leadership competencies
Business acumens
Strategic orientation
Result orientation
Developing self/others
Employment Type
Full Time
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