Summary
Date Posted: Wednesday, September 21, 2022 , Base Salary: Not Disclosed

JOB DETAILS:
Customer Experience Officer

PURPOSE:
To provide general customer service in respect to all lines of business for all CIC subsidiaries.

PRIMARY RESPONSIBILITIES:
• Receive in-bound communication from CIC stakeholders through email and phone calls and respond to these queries in a timely and efficient manner in accordance to the call centre contact strategy;
• Conduct out-bound communication to CIC stakeholders, and collect referrals for distribution;
• Carry out monthly customer callouts for all lines of business;
• Collect and analyse customer feedback at the group level and document as required;
• Manage and efficiently resolve customer complaints;
• Provide customers with product and service information;
• Update existing customer information as required;
• Identify and escalate priority issues;
• Follow up prospective customer queries for conversion into new business;
• Document all call information according to standard operating procedures and produce reports;
• Respond to queries on social media within the standard timelines;
• Conduct training of staff on customer service related topics.

PERSON SPECIFICATIONS
Academic Qualifications
• Degree in a business related field.
Professional Qualifications
• Customer experience training is an added advantage.
Experience
• Up to two (2) years’ relevant experience

Skills and Attributes
• Excellent communication and presentation skills
• Problem solving skills
• Excellent interpersonal skills
• Computer literate in MS Office and other office applications
• Understanding of the working environment /competitors


Work Hours: 8

Experience in Months: 24

Level of Education: Bachelor Degree

Job application procedure

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