QSSS-TL-CEO-Customer Experience Officer at Q-Sourcing Servtec Group

Job Summary:

• Reporting to the Head of Technical, this role exists to provide excellent customer service and offer remote 1st level technical support to company customers via all available communication channels to provide first call resolution. The role also provides undertaking first-line diagnosis and support on any reported service query or faults.

KEY ROLES AND RESPONSIBILITIES

• Maintain a customer database in an up to date state which includes records of all service review meetings attended and arising deliverables & tracking the actions therein..
• Maintain a complete customer database to be used for the Net Promoter Score with up to date emails and phone numbers.
• Contact customers after survey to ensure maximum response & eventually check if any pain points were omitted.
• Provide acknowledgment emails to all the customers.
• Follow up on responses received from customers & action with internal teams.
• To support the CEM to understand the Liquid touch points for customers & innovate to improve to ensure customers’ needs are met.
• Acknowledged all pre- churn alerts and document on the provided system.
• At the direction of the CEM, follow up with internal teams to ensure highlighted churn is mitigated.
• To document lessons learnt from the churn mitigated and document the same on a churn mitigation report every month.
• Analyse uptime reports & Call centre logs for Service improvement initiatives.
• Conduct exit interviews with customers who’ve churned from the system.
• Churn reporting & analysis: Prepare monthly churn reports.
• Ad hoc at the direction of the Customer Experience Manager. 

  QUALIFICATIONS AND EXPERIENCE:

• Diploma in business administration, management studies or in a related discipline and prior experience and skills in customer service or marketing, as well as communication skills.
• Member of a Marketing professional body will be an added advantage
• Professional Certifications will be an added advantage.
• Minimum of one year experience in marketing, customer service and analysis of customer data.
• Previous experience in a customer facing environment.
• Computer literate with general education
• Excellent Communication skills that allows the role holder to inform, help and advice customers clearly and to liaise effectively with other professionals
• Listening skills, to understand exactly what customers require
• Problem-solving skills
• Confidence, patience, politeness and tact, when dealing with difficult situations
• Creative thinking, to be able to come up with new ideas to improve customer service standards
• Ability to work well under pressure
• Good personal presentation, especially when working with customers face-to-face
• A commitment to improve your own customer service skills on an on-going basis.