Customer Experience Executive at Smart Applications International Ltd

Customer Experience Executive at Smart Applications International Ltd,

Customer Experience Executive at Smart Applications International Ltd

View Jobs in ICT / Telecommunication / View Jobs at Smart Applications International Ltd

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.

Qualifications.

  • 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 cvs@smartapplicationsgroup.com quoting the job title on the

subject line by 21 October 2022.

Please note: Only shortlisted candidates will be contacted.