SERVICE DELIVERY EXECUTIVE
SERVICE DELIVERY EXECUTIVE
Posted on :
25-02-2025
Employer Active
1 Vacancy
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Job Description
Job Title: Service Delivery Executive
Department: CX
Reports To: CX & Ops Lead
The Service Delivery Executive ensures efficient service delivery by verifying job postings managing orders tracking leads and addressing customer inquiries across multiple channels. The role focuses on delivering a positive customer experience maintaining product knowledge and collaborating across departments. Key success metrics include client engagement conversion rates and customer satisfaction.
Service Delivery
- Conduct thorough verification of employers to ensure compliance with job posting standards and policies.
- Manage and post jobs sourced through sing activities.
- Moderate and approve selfservice job posts through the Applicant Tracking System (ATS).
- Create and manage order numbers for sales processes.
- Process sales orders and confirm payments.
- Se potential leads from different job boards.
- Track and update lead progress in the CRM system.
Customer Support
- Respond to customer tickets daily ensuring timely and effective resolution through the Zoho Desk.
- Handle and resolve customer inquiries and complaints through calls WhatsApp and other channels.
- Respond to Google reviews and social media requests/inquiries.
Creating a Positive Customer Experience
- Receive and treat customers with respect and dignity.
- Answer incoming calls from BrighterMonday Uganda clients.
- Be empathetic and compassionate when handling customer complaints.
- Exercise patience and follow up on all customer issues until fully resolved.
- Make courtesy calls to BMU customers as required.
- Ensure an excellent endtoend customer experience.
- Manage relationships to increase client retention.
- Escalate and resolve all customer issues.
Product Knowledge
- Learn all product details prices and capabilities.
- Provide accurate product information to customers.
- Conduct regular internal ATS walkthroughs for a better team experience with the online platform.
- Diagnose and resolve technical issues with ATS.
- Continuously improve product knowledge and customer service skills.
Administration
- Escalate unresolved issues to the immediate supervisor.
- Enter accurate and honest information into BMU data systems.
- Capture highquality data to enhance customer service.
- Support a conducive environment for both internal and external customers.
- Provide weekly task progress reports to the supervisor.
- Contribute ideas and feedback to BMU strategy for customer experience improvement.
- Collaborate with other departments.
- Perform any other duties as assigned.
Performance Metrics
- Engage all clients monthly.
- Improve website inbound and call request conversion rates to 25% and above.
- Increase client verification to 10% and above.
- Se 500 listings from competitor websites monthly.
- Collect at least two testimonials per month.
- Improve Google and Facebook review scores to 4.5 and above.
Requirements
Qualifications Experience and Skills
- Degree in a relevant field from a recognized institution.
- Proficiency in CRM systems job posting platforms and Microsoft Office Suite.
- Excellent emotional intelligence and empathy.
- Strong reporting skills.
- Effective time management and ability to handle multiple tasks and prioritize efficiently.
- Excellent interpersonal skills.
- Strong verbal and written communication skills in English.
- Ability to work independently or as part of a team.
- Critical thinking skills with a creative solutionoriented mindset.
- Strong problemsolving abilities.
- Good influencing and negotiation skills.
- Flexibility and ability to work under pressure to meet deadlines.
- Willingness and eagerness to learn new ideas.
Employment Type
Full Time
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