Job Objective/Purpose
Ensure delivery of superior customer experience at all points of the customers journey and lead innovation and creativity towards continuous service improvement, client engagement, and client satisfaction.
Key Responsibilities
• Team leader for the client experience coordinators across the team.
• Spearhead in the formulation of client experience systems and processes across the team.
• Lead the implementation of all systems and processes aimed at improving client experience including but not limited to monitoring the customer journey cycle, complaints and finding solutions.
• Daily management and improvement of the Clients journey and turnaround time.
• Oversee the call center performance and implement client follow up calls.
• Conduct customer care visits to our clients, obtain feedback, generate reports, and follow-up with responsible departments.
• Collaborating with cross-functional teams, such as marketing, sales, product development, and the customer service team, to align customer experience efforts with business goals and objectives
• Conduct regular clients’ satisfaction reports.
• surveys – Analyzing customer feedback, surveys, and data to identify customer pain points and different ways to improve the customer journey and create a positive experience
• Contribute to internal and external communications, this may include web content, social media, emails, printed advertisements, customer packs and more
• Oversee front desk and admission desk operations
• Act as the custodian of general grooming of all front-facing staff
• Coaching and development of new and existing staff, transforming communications and the way they work.
•Training and educating staff on customer-centric approaches and best practices to foster a customer-focused culture throughout the organization.
• Designing and implementing customer service standards and guidelines to ensure consistent and exceptional service delivery for building customer relations.
• Monitoring and measuring key performance indicators (KPIs) related to customer satisfaction, retention, and loyalty, providing regular reports and insights to senior management and stakeholders.
• Any other duty as assigned by the supervisor in line with the job description.
Qualification and Experience Requirements
• A minimum of a Bachelor’s degree in business administration, marketing, business management, communications, or a related field is beneficial but not required.
• Minimum of 3 years’ experience in management within Business or Operations function with a customer facing bias.
• Certifications in customer experience management, such as Certified Customer Experience Professional (CCXP), are advantageous to show a commitment to the field and continuous learning
• Proficiency in using customer experience tools and software such as customer feedback management systems, CRM platforms, and data analytics software
• Experience leading change and inspiring teams with an exciting future vision.
• Confident, organized and with excellent communication.
• Critical thinking, analytical and problem-solving skills.
• Excellent interpersonal and a team player.
• Ethical, empathetic and customer focused.
