Senior Customer Experience Associate at Sendy Limited

We believe that Africa does better when everyone has room to grow and thrive. No one should be left out because the distance between seeing an opportunity and making a living from it is too great.

We started by delivering small packages but haven’t stopped there. Today, we’re empowering businesses to send raw materials to their production facilities and finished goods to their customers. We’re helping small scale farmers get their produce to the market. We’re making it possible for the hardworking delivery driver to earn a decent living.

We are here to make it easy to trade in Africa so that everyone has room to grow. Join us.

The overall purpose of this role is to ensure smooth, efficient, and effective daily running and customer service delivery from the contact center in line with established customer service standards.

ABOUT THE ROLE

Key Duties and Responsibilities 

• Develop and continuously update customer experience procedures in line with best practice.
• Identify income / GMV generating avenues from a Customer Experience perspective
• Schedule the contact center shifts to ensure that all customer support lines are attended to during the contact center’s operating hours 
• Train and coach the Customer Experience  Associates to close identified gaps and to develop good customer service skills
• Monitor service delivery levels to ensure optimal utilization Customer Experience  Associates in line with customer needs: all calls/emails/chats/social media queries are responded to
• Reporting: Daily user interactions tracking, weekly CX performance & cancellation rates, monthly newsletter and NPS analysis, Lost user calls analysis
• Creation of Saved replies and templates to guide CX associates to respond faster to queries
• Creation, edition, and updating of the customer knowledge base and coming up with initiatives to drive user self-service
• Preparation of weekly & monthly reports for  Customer Experience
• Organizing team building events for the team
• Any other duties that may be assigned by the supervisor

ABOUT YOU

• Bachelor’s Degree in Business field or related discipline.
• Minimum of three years’ experience in customer-facing roles
• Good understanding of customer care standards or benchmarks
• Knowledge of customer relationship and service quality management
• Ability to handle and analyze raw data
• Ability to identify and interpret consumer and market trend analysis
• High level interpersonal and cross-cultural skills
• Must be a self-starter and highly organized with great prioritization skills
• Ability to work well with people at all levels in the organization
• Personal motivation and drive exhibited through a commitment to hard work, continuous improvement, and achievement of goals
• Analytical, creative thinking and problem-solving skills
• Strong persuasion and negotiation skills
• Flexibility and adaptability
• Open to change
• Calm under chaos
• Coaching and mentoring skills

WHAT WE OFFER

• Comprehensive health insurance – Inpatient / Outpatient / Dental / Optical.
• Flexible vacation.
• All risk Insurance.
• Office lunch.
• Opportunity for company stock options.