Job Summary
The Customer Experience Officer will ensure timely and efficient service, addressing customer issues with innovative solutions. The ideal candidate should be enthusiastic, able to learn the system independently, and willing to work overtime when necessary. Strong organizational and time management skills are essential. Additionally, the officer will occasionally collaborate with the sales department.
Job Responsibilities:
- Receiving calls, registering clients’ issues and responding to them in a satisfactory manner.
- Monitor Hela Pesa live chat and responding to clients’ in a satisfactory manner.
- Professionally respond to client queries on social media platforms.
- Assist clients’ in downloading Hela Pesa app and help then in registering for Hela Pesa products
- Deliver quality service to ensure maximum client satisfaction.
- Continuously Promote Hela’s products and services to clients while in contact with them.
- Capture customers’ details on Hela Pesa Customer service system and follow up to ensure all issues are fully resolved.
- Manage customer complaints and refer them to other relevant team members for further action.
- Analyze customer care issues and prepare required reports.
- Identify opportunities to continuously improve clients’ experience.
- Effectively manage Clients’ issues to maximize their experience.
- Supporting sales and marketing team by following up on assigned clients’ issues.
Competencies
- Outstanding communication skills.
- Excellent interpersonal skills.
- Professional phone mannerism/ etiquette.
- Attention to details.
- Ability to follow through tasks.
- Ability to multi task.
- Team player
Qualifications
- Degree in any business-related field.
- At least two-year working experience in customer care.
- Good knowledge of the Microsoft Office package including Word, Excel, Outlook &PowerPoint.
- The capacity to work well under high pressure working environment.
- Willingness to work on flexible hour’s i.e.in the evenings and weekends when necessary.
