Customer Experience Assesor Contractor at Safaricom Kenya

Department Description

We are pleased to announce the following Contract Job Opportunity in Customer Experience Department within the Customer Operations Division. In keeping with our current business needs, we are looking for a person who meets the criteria indicated below

Brief Description

Reporting to Quality Assurance Manager, the position holder will be responsible for conducting Customer Experience Assessments for service Quality assurance and improvement

Detailed Description

• Work with Supporting Quality Analysts to perform daily, monthly accurate, consistent and constant assessments/ monitoring of individual service quality levels
• Execute customer interviews using provided Data and compliance guidelines and processes provided while maintaining professionalism
• Work with the system support Analyst to give improvement opportunities on the Quality Management systems or tools being used
• Provide monthly performance reports with SWOT analysis, best practice recommendations towards performance improvement
• Ensure Quota achievements by coordinating with the Quality Analysts and efficient use of systems provided and through weekly progressive reports
• Ensure improvement of customer experience by giving recommendations based on customer feedback
• Consistently escalate customer issues through the provided systems
• Ensure consistent communication to supporting Quality Analyst on all issues affecting experience in all Touch points being handled
• Provide consistent feedback to the stakeholders on system improvement opportunities arising during day to day work
• Participate in other customer experience improvement activities being carried out by the Quality Assurance and Customer Experience Department team

Job Requirements

• A degree or Diploma in a relevant field
• Above average typing and IT literacy skill with Proficiency in Advance MS Excel and other MS Office working tools
• At Least 2 years’ experience in data collection, data mining, interpretation, and report writing
• At least 1 year proven working experience in a customer service related field
• Good interpersonal skills and ability to work in a team.

Additional Details

• Good communication and presentation skills
• Ability to Plan for Quotas and analyze data collected
• Follow-up on unresolved issues identifies
• Work with a team and other stakeholders
• Ability to work autonomously and to take on increased ownership and responsibility when necessary
• Review the centrally published library of policies and procedures are reviewed and updated
• Maintain a positive attitude and enthusiasm when faced with routine work
• Good interpersonal skills
• Ability to multitask and attention to detail
• Integrity – the job requires one to be honest and ethical
• Reliable, responsible and dependable in fulfilling obligations
• Note: this is an entry level contract position