A kiosk is an informal convenience store selling everyday household items. Known locally by their vernacular names e.g. Duka in Kenya, Spaza in South Africa, Kantemba in Zambia. kiosk-type retail outlets are the cornerstone of African retail, accounting for over 60% of all retail trade flows. Despite their importance, kiosk-type retail outlets face significant challenges, including high cost of stock and unreliable delivery

Role

Customer Experience For the Farm and Fresh Categories that serve Commercial Kitchens, Fresh Kiosks, Local Eateries, Agro Dealers, Food Processors & Farmers.

Reporting – Commercial Manager Kenya

JOB OVERVIEW / RESPONSIBILITIES

The Customer Experience – Farm & Fresh team member  is responsible for effectively representing the customer’s voice (both external and internal business customers) and translating data into actionable insights. They act as a liaison between the customer and the company, providing updates on operations and handling customer queries. Their focus is on understanding the reasons behind the data and utilizing qualitative insights to improve the overall customer experience, rather than simply reporting data.

• Customer Engagement, This includes tasks such as Customer relationship management – to drive retention of active customers & reactivation of churned & dormant customers plus other customer segmentation initiatives. They are also responsible for managing Delayed Delivery, Cancellation Analysis and introduction of value added services such as Financial Services to our customers.
• Customer Satisfaction Review, This includes post delivery quantitative analysis of the recorded CSAT scores.
• Customer Query / Complaints Management, End to end resolution of all customer queries including Missing Items; Delivery Tracker, Replacements in case of Quality Challenges. Driving the Farm & Fresh Contact Centre Management leveraging the customer engagement platform and incidence escalation process.
• Data Collection and Accuracy – Customer Data Accuracy & Reporting on customer metrics including activity & retention rates. Ensuring data accuracy in:
• Market Intelligence – Quantitative (Validation & Supervision of Sales Data)
• App Catalog Accuracy Verification

KPI’s

• Complaints & Query Management – First Contact Resolution & Complaints Solved on Time
• Customer Activity Metrics including Activity Rate & Retention Rate
• Customer Satisfaction Rating
• Customer Experience Projects Completion
• App Adoption
• Revenue Attainment