Deadline of this Job: 21 October 2022
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.
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.
Deadline of this Job: 21 October 2022
The Position:
Reporting to the Country Managing Director and Group Head Customer Experience administratively, this position is responsible for driving the adoption and implementation of the banks’ Customer Experience strategy/initiative within the country of supervision, which is both locally owned and led, but centered on the delivery of the group’s customer experience vision, having a robust accountability framework. This role is accountable for pulling together and reporting on all CX projects and driving continuous improvement of all initiatives that impact on Customer Experience in the country of supervision.
Key Responsibilities:
• Driving the various CX improvement initiatives and ensure compliance with Customer Experience standards as defined by Group Office.
• Identify Customer Experience innovations for Rest of Africa and ensure implementation
• Monitor and track process efficiency and provide customer experience reports on country performance across defined metrics
• Manage the customer feedback management process and ensure implementation of recommendations
• Enforcing Enterprise SLA's and sanctions management and advocate for Customer 1st in every consideration of business and service delivery
• Champion opportunities to consistently Improve the UBA customer experience and Test new strategies for driving customer value optimization
• Identify Customer Experience failures across people, process and technology and drive service initiatives to implement process improvement
• Champion the development of Customer Journey mapping and implementation across all touchpoints
• Continuously improve experience across all customer touch points and ensure business policy is updated to accommodate any changes
Key Performance Indicators
• 100% execution of CX functions
• 100% execution ad hoc assignments
Other Vacancies
Deadline of this Job: 03 November 2022The Position:
Reporting to the Country Managing Director and Group Head Customer Experience administratively, this position is responsible for driving the adoption and implementation of the banks’ Customer Experience strategy/initiative within the country of supervision, which is both locally owned and led, but centered on the delivery of the group’s customer experience vision, having a robust accountability framework. This role is accountable for pulling together and reporting on all CX projects and driving continuous improvement of all initiatives that impact on Customer Experience in the country of supervision.
Key Responsibilities:
• Driving the various CX improvement initiatives and ensure compliance with Customer Experience standards as defined by Group Office.
• Identify Customer Experience innovations for Rest of Africa and ensure implementation
• Monitor and track process efficiency and provide customer experience reports on country performance across defined metrics
• Manage the customer feedback management process and ensure implementation of recommendations
• Enforcing Enterprise SLA's and sanctions management and advocate for Customer 1st in every consideration of business and service delivery
• Champion opportunities to consistently Improve the UBA customer experience and Test new strategies for driving customer value optimization
• Identify Customer Experience failures across people, process and technology and drive service initiatives to implement process improvement
• Champion the development of Customer Journey mapping and implementation across all touchpoints
• Continuously improve experience across all customer touch points and ensure business policy is updated to accommodate any changes
Key Performance Indicators
• 100% execution of CX functions
• 100% execution ad hoc assignments
Other Vacancies
Deadline of this Job: 28 October 2022