Requirements

Must have skills

• Attention to detail
• Team Player
• Good problem solving skills
• Analytical skills
• Excellent time and project management skills
• Ability to work independently

Qualifications

• Diploma in business administration or equivalent qualification.
• Experience in sales, business development, customer service and customer experience is an added advantage.
• Proficient in using digital document management systems and software.
• Certificate of good conduct.
• Basic computer literacy.

Job Role

Shift Aa

• Helping customers fill in the inspection forms at the office.
• Verify customer documents to determine which program they lie in.
• Ensuring customers are served well and experience excellent customer experience.
• Creating and updating inspection in the inspection tracker as outlined in the customer experience office sop. This includes inspections done at the station.
• Ensuring customer belongings are stored in a safe and accessible place.
• Uploading customer documents in SharePoint or/any designated storage.
• Assisting customers with all other issues say card replacement, station inquiries, referral inquiries when need arises.
• In charge of handover to customers after conversion (Slot 2).

Shift Ab

• Helping customers fill in the checks, service or uninstallation job cards/forms at the office.
• Ensuring customers are served well and experience excellent customer experience.
• Ensuring customer belongings are stored in a safe and accessible place.
• Uploading customer documents in SharePoint or/any designated storage.
• Creating and updating checks and service tickets in the Freshdesk software as outlined in the customer experience office SOP and/or Freshdesk SOP. This includes the checks and services done at the station.
• In charge of checks, services, and uninstallation data and report.
• Assisting customers with all other issues say card replacement, station inquiries, referral inquiries when need arises.
• In charge of handover to customers after conversion (Slot 2).

Shift B

• Ensuring customers are served well and experience excellent customer experience.
• Helping customers fill in the conversion agreement form at the office.
• Verifying conversion customer documents and ensuring they are shared to the correct email.
• Counter-checking customer details in the conversion agreement and inspection authorization forms. The forms should be correctly filled out by the customer.
• In charge of recording data in the daily activation excel and total converted data.
• In charge of handover to customers after conversion (Slot 1).

Shift C

• Management of Freshdesk tickets to ensure all tickets are resolved on time and a list send to call Centre to close the tickets.
• Manage the customer experience WhatsApp inboxes and updates and ensure all tickets are raised and resolved.
• Implementation, review, and evaluation of customer experience processes.
• Work hand in hand with the social media management team to ensure all customer inquiries and requests are addressed and tickets raised are resolved.
• Supervise customer experience attendants/front desk attendants ensuring reports are correct and duly updated and SOPs and structures are followed.
• Monitor inspection and conversion schedules.
• Managing and identifying areas of growth within the customer experience across all touchpoints.
• Establish communication mediums through which customers can readily contact a company and vice versa.
• Monitor the activities of the customer service team to ensure compliance with acceptable standards of customer service.
• Perform any other duty(ies) as will be assigned from time to time by the supervisor or management.