Summary
Date Posted: Monday, March 13, 2023 , Base Salary: Not Disclosed

JOB DETAILS:

Job Purpose:

The customer Happiness Manager will be instrumental in helping strengthen customer operations, ensuring that Smart customers have an amazing experience and proactively increasing stakeholders' satisfaction and loyalty; ultimately business growth and profitability.

Key Responsibilities and Accountabilities:

Customer Experience Measurement
• Measuring customer satisfaction through monthly surveys and gathering customers feedback.
• Analyzing customer feedback and sharing the report with management and the other stakeholders.
• Defining Customer Success Metrics.
• Provide recommendations on customer feedback for implementation.

Service Charter
• Define customers interactions points
• Identifying customer KPIs to monitor
• Defining customer experience standards and customers' rights and responsibilities.
• Set ways to obtain feedback and handle clients' feedback and complaints.
• Periodically monitor and review of the service charter.
• Customer Journey Mapping for all Smart Solutions.
• Empathy Mapping, Stakeholder Mapping and Process Mapping.

Customer Obsession Strategy
• Develop Policies to guide customer obsession strategy
• Train stakeholders on CX essentials such as pro-activeness, empathy, and active listening.
• Enhancing customer centricity.
• Understanding the Customer
• Identifying Customer behavior and preferences and advise management on the same with recommendations.
• Listening to Customers.
• Effortless Experience Engineering.

Qualifications
• A Bachelors Degree in Business/ its equivalent.
• Relevant professional qualifications.
• Atleast 3 years with an IT organization in a similar position.

Job Requirements
• Experience in the following areas;
• Customer Journey Mapping
• Net Promoters Score
• Managing People Skills and Behaviors;

Skills and Behaviors
• Inquisitive and Creative Mind.
• Interpersonal and communication skills.
• Research and Analytical skills.
• Result oriented.
• Attention to detail.
• Collaboration and Persuasion.
• Empathy.


Work Hours: 8

Experience in Months: 36

Level of Education: Bachelor Degree

Job application procedure

Interested candidates who meet the criteria above are encouraged to send their application letter and detailed CV to – cvs@smartapplicationsgroup.com  by Friday 17th March, 2023 indicating the position on the subject line.

Please note: Only shortlisted candidates will be contacted.



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