Customer Experience Executive at Smart Applications International Ltd

Customer Experience Executive at Smart Applications International Ltd,

Customer Experience Executive at Smart Applications International Ltd

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SmartApplications International is a leading ICT solutions provider delivering a wide range of world class technological solutions. Fondly known as Smart within the industry, the company was founded to provide innovative, secure and high-tech solution in Africa and beyond. Staying ahead through constant research and innovation.

Customer Experience Executive


Key Responsibilities and Accountabilities.

  • Manage and resolve all customer inquiries effectively, professionally, and satisfactorily in line with Smart’s brand.
  • To listen to all our stakeholders actively and empathetically as well as follow up on customer inquiries on calls or emails where necessary.
  • To humanize our customer experience and create a memorable experiences.
  • To provide and maintain first line call resolution / support; reduce on the number of calls transferred.
  • To acquire knowledge relevant to the current job setting and relevant to the industry we are in.
  • To actively maintain status updates and requests from customers and ensure follow- up till closure on all calls.
  • To adequately provide customers with relevant product and service information.
  • Identifying and escalation / communicating any system downtimes timely to all service providers.
  • Maintain an up-to date customer and provider contacts for purposes of proper communication.
  • To collect feedback on Smart system acceptance, service delivery, and assist in conducting Customer Experience Centre satisfaction surveys.
  • Perform weekly calls to random service providers to ascertain the quality of service received from Smart to enhance brand experience.

  • Manage and provide timely responses for the 24/7 live chat app for customer inquiries.
  • To share a daily, weekly, and monthly Call Centre analysis report.
  • To identify and document all Customer Experience Centre problems by preparing a root cause analysis
  • Record all calls received on the Call Centre system for tracking purposes.
  • Identify innovative processes/solutions and ensure implementation.
  • Offer exceptional brand experiences- for all our existing customer or prospect, across all touch points.
  • Perform other support duties as may be assigned by supervisor.


  • Bachelor’s degree in Business, ICT or Service-related field.

Skills, Knowledge, and Abilities

  • Excellent Customer service, communication, and interpersonal skills – both written and verbal.
  • Proactive and highly organized, with strong time management
  • A good understanding of numbers to support analysis
  • Negotiation skills
  • Empathy and active listening skills
  • Speed, Flexibility, and Agility.

Method of Application

Interested candidates who meet the criteria above are encouraged to send their application letter and detailed CV to quoting the job title on the

subject line by 21 October 2022.

Please note: Only shortlisted candidates will be contacted.