Customer Experience Specialist at SWVL

The Customer Experience Specialist is responsible for shaping the experience of customers who interact with SWVL’s transportation platform across all touchpoints; delivering an excellent experience for every interaction we have and doing this in the most efficient and lean way possible.

Responsibilities

• Represent the customer’s voice.
• Streamline processes and apply best practices and ensure that there is the right balance between localization and centralization.
• Cascade critical business updates from Central Team to the local team
• Identify and prioritize customer feedback, potential opportunities, and drive change in the needed areas, working closely with cross-functional stakeholders.
• Manage local customer excellence programs and processes intended to help the organization understand, analyze and create a positive customer and captain experience at every touchpoint.
• Maintain customer relations by reaching out to anyone who has a complaint and making sure that each issue is solved
• Compile and analyse trends in customer complaints and elevating them to the stakeholders who can fix the issues
• Drive continuous process improvement while advocating customers passionately on to influence the end to end experience and impact retention & growth KPIs positively.
• Managing stakeholder relationships across the broader business to set the right expectations
• Solve critical business problems and improve experience KPIs through data analytics and trend analysis, and creation of action plans for continuous improvement.
• Timely and thoughtfully reply to all customer comments on all platforms of social media where SWVL Kenya is present (twitter facebook, Instagram)
• Manage the relationship between customers and captains and report any complaints of captains to the captain support team to keep captain quality optimal

Qualifications

• 2- 3 years experience in a customer-centric environment in the services industry.
• Fluent in Swahili and English both oral and written.
• Excellent communication, presentation and interpersonal skills with great customer relationship management
• Empathy and passion for customer experience excellence.
• Know-how and experience dealing with different systems and modalities of support and communication.
• Proven track record of customer experience and operational achievement of pre-defined global KPIs such as CSAT, NPS, Contact Rate and other efficiency and effectiveness KPIs that directly impact growth through retention of customers.

What We Offer

• Great opportunity to be part of a start-up with a lot of responsibility and independence early on and where you will have an impact on the entire business
• Attractive compensation package