Job Description
- Responsible for defining, understanding and adherence to our service standards across the network by making sure that our service touch points are adequately equipped to deliver service optimally.
- Responsible for defining recovery strategies due to service failures as well as service monitoring at different customer touch points.
- Responsible for coordinating service measurement interventions (ISS, Mystery shopping Voice of customer survey etc).
- Track and report trend of exceptions and exceptional service identified in the network.
- Coordinate stakeholder engagement for the team ( Post mystery shopping engagement, post ISS etc.)
- Track and report trend of exceptions and exceptional service identified in the network.
- BSc in any related field.
- Professional Certification can be an added advantage.
Experience:
- Minimum of 5years experience in customer experience/customer facing related roles.
Behavioural Competencies:
- Interacting with People
- Interpreting Data
- Managing Tasks
- Meeting Timescales
- Upholding Standards
Technical Competencies:
- Creative Mindset
- Excellent interactive and assertive skill
- Attention to detail.
- Good innovative skills
- Good Excel and Power Point skills
What you'll do
Responsible for defining, understanding and adherence to our service standards across the network
Requirements
Minimum of 5years experience in customer experience/customer facing related roles
