Customer Experience Officer - MainOne

The Customer Experience Officer will be responsible for monitoring and reporting customer experience in accordance with Company’s Customer Experience Strategy.

Specifically, other responsibilities include:

• Effective monitoring and reporting of customer performance and utilization.
• Maintain regular customer engagement via calls, emails, and meetings.
• Support the process for communicating scheduled outage/emergency activities to internal and external customer base on a timely basis, ensuring availability of accurate data for escalation.
• Follow-up with customers on communication for scheduled maintenance/visits to avoid any breach in SLAs.
• Assist the relevant teams in timely equipment retrieval from customer premises.
• Track/monitor operational issues, follow up with assigned personnel to ensure timely resolution of problems, and flag potential SLA breaches.
• Promptly review and reconcile outages or any breach in SLAs especially upon requests.
• Schedule and execute customer service review meetings
• Ensure up-to-date customer data across all systems by flagging non-uniformities and escalating, where necessary.
• Support in the implementation of agreed SLA standards aimed at enhancing customer experience and promoting brand loyalty and awareness.
• Track and report issues that may negatively impact overall customer experience daily and weekly.
• Ensure 80% response rate to transactional CSI surveys.
• Perform other tasks as may be required.

Qualifications, Skills & Competencies

Qualifications

• A Bachelor's degree in marketing, communications, advertising, business management, or in a related field is preferred.
• 1-2 years post-National Service experience in a customer experience or customer support role.

Skills & Competencies

•  Excellent interpersonal and relationship-building skills.
• Very strong oral and written communication skills.
• Detail oriented and able to take ownership of assigned tasks.
• Accountable and dependable.
• Very strong organizational skills and time management abilities.
• Proficiency in the use of MS Office suite.

Demands of the Job

• Ability to manage difficult situations and customers.
• Ability to read, analyse and interpret general business documents (terms and conditions, technical procedures, etc.)
• Keen attention to detail.
• Able to work under pressure and with minimal supervision.
• Time and priority management skills.
• High level of integrity and professionalism, especially in dealing with confidential information.