CUSTOMER EXPERIENCE ASSISTANT 100 views

Vacancy

Job Description

We are seeking enthusiastic and dedicated Customer Experience Assistants to join our team. Reporting to the Customer Experience Officer, the successful applicants will, among other key duties, be responsible for:

Duties and Responsibilities

Key Responsibilities
• Welcoming visitors/guests/members professionally.
• Attending to incoming telephone calls and manning the switchboard.
• Collecting, sorting, distributing, and preparing correspondence, mail, messages, and courier deliveries.
• Developing memos, mail, reports, and other documents.
• Taking and resolving complaints from customers and the public being positive to negative criticism.
• Maintaining the Reception area in a pleasant state.
• Understanding key customer needs and assisting with recommendations on how the organization can improve customer experience.
• Driving customer retention, reducing churn, and maintaining customer satisfaction.
• Resolving customer complaints quickly and efficiently.
• Assisting the customer experience department with effective client issues resolution and handling of any escalations.
• Initiating customer research through use of surveys and other research tools to guide customer service standards and highlighting areas needing attention.
• Ensuring attainment of desired customer satisfaction index.
• Management and monitoring of application of departmental policies, procedures, regulations including the reviews.
• Conducting quarterly customer satisfaction surveys.

Qualifications and Experience

Minimum Qualifications & Experience
• Bachelor’s Degree in Business Management, Marketing, Public Relations, or equivalent.
• At Least 5 Ordinary Level Passes Including English Language & Mathematics.
• 2 years relevant experience.

Attributes
• Excellent written and verbal communication skills.
• Strong attention to detail.
• Ability to work effectively both in a team and independently.
• Proficient report writing skills.
• Fluent in English, Shona, and Ndebele.