To deliver customer support services to enhance the customer experience through the execution of predefined objectives as per agreed standard operating procedures (SOPs). Selecting this role has a compensation & benefit impact in Botswana, Kenya, Mauritius, Seychelles. Please contact Reward for details.
Customer (Insights and experience): To provide specialist advice and support in order to ensure customer satisfaction and enhance the customer experience, through the execution of predefined objectives as per agreed standard operating procedures (SOPs). Selecting this role has a compensation & benefit impact in Botswana. Please contact Reward for details. | : Customer Experience support | Assist in the Customer Experience roll out of various campaigns to drive customer service related matters Keep an evidence file up to date to substantiate adherence to the various Treating Customers Fairly (TCF) principles for auditing purposes: Customer Service Surveys | Ensure that data required by the survey house is received on time and accurate Review reports on problems identified Assist with the data extraction and administration of survey information for annual Customer Service Measure (CSM) survey: Statistics | Collection and consolidation of weekly, monthly and quarterly statistics Track management expenses for Customer Experience costs and expenses: Switchboard Operators Management | Support in the operations of Customer Experience, and any other related matters such as human resources and workforce planning: Events Management | Plan, coordinate and execute events in driving a positive culture of Customer Experience: Internal support | Provide additional support to the Communication/Marketing areas:
Customer Excellence – Service Management (Meets all of the requirements), Digital familiarity (Meets all of the requirements), Effective communication – Basic (Meets all of the requirements), Experience in a similar environment, Further Education and Training Certificate (FETC) – Business, Commerce and Management Studies, Openness to change (Meets some of the requirements and would need further development), Product and/or Service Knowledge (Meets some of the requirements and would need further development)
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