Smart Applications International is a leading ISO-certified ICT solutions provider delivering a wide range of world-class technological solutions. Fondly known as Smart within the healthcare industry, the company was founded to provide innovative, secure, and high-tech solutions across Africa, the Islands, and beyond. Smart Applications stay ahead through constant research and innovation.
We are looking for a knowledgeable, dynamic, and self-motivated individual to join our Hospital Operations Department.
Job Title: Customer Experience Executive
Reports to: Customer Experience Supervisor
Based in: Kampala, Uganda
Job Purpose:
The role is responsible for managing and resolving customer inquiries professionally and efficiently while ensuring a seamless customer experience that aligns with Smart’s brand. This includes providing first-line support, actively listening to stakeholders, following up on inquiries, and maintaining accurate customer records. Additionally, the role involves monitoring service quality, escalating system issues, collecting feedback, and enhancing overall customer satisfaction through continuous process improvement and innovation.
Key responsibilities
- Manage and resolve all customers’ inquiries effectively, professionally, and satisfactory in line with Smart’s brand
- To listen to all our stakeholders actively and empathically as well as follow up customer enquiries on calls or emails where necessary.
- To humanize our customer experience and create memorable experience
- To provide and maintain first line call resolution / support; reduce on the number of calls transferred.
- To acquire knowledge relevant to the current job setting and relevant to the industry we are in.
- To actively maintain status updates and requests from customers and ensure follow-up till closure on all calls.
- To adequately provide customers with relevant product and service information.
- Identifying and escalation / communicating any system downtime timely to all service providers.
- Maintain an up-to date customer and provider contacts for purposes of proper communication.
- To collect feedback on Smart system acceptance, service delivery, and assist in conducting CX centre satisfaction surveys.
- Perform weekly calls to random service providers to ascertain the quality of service received from Smart to enhance brand experience.
- Manage and provide timely responses for the 24/7 live chat app for customer inquiries.
- To share a daily, weekly, and monthly call centre analysis report.
- To identify and document all CX centre problems by preparing a root cause analysis
- Record all calls received on the call centre system for tracking purposes.
- Identify innovative processes/solutions and ensure implementation
- Offer exceptional brand experiences- for all our existing customers or prospect, across all touchpoints.
- Perform other support duties as may be assigned by supervisor.
Qualifications and Required Skills
- Bachelor’s degree or diploma with over 3 years preferably in an ICT or Service-related field.
- Effective communication skills both oral and written
- A good understanding of numbers to support analysis
- Time keeping
Attitude and Behavior
The Centre has a high impact to Smart’s customers experience. The officer should be a champion whose enthusiasm, dedication, passion, and conviction to Smart and Smart’s solutions should be an example to both customers and other Smart officers.
The individual must be able to listen, maintain a very detailed list of daily duties including all problems and correspondence and follow up on all service-related issues and respond to all.
Other required characteristics that the officer must possess and demonstrate: –
- Professionalism, honesty, and ethical service above board
- Confidence and high self esteem
- Analytical and inquisitive, with excellent attention to detail
- Empathy, welcoming, polite, cheerful, and understanding
- Self-Drive and work with speed, Reliable, flexible, and cooperative
- Knowledgeable and Smart
- Demeanor to please the customer
