Senior Customer Experience Officer - 2 Posts at The Social Health Authority (SHA)

Qualifications, Skills and Experience Required:

Person Specifications: For appointment to this grade, an officer must have:

• Cumulative service period of six (6) years’ relevant work experience, three (3) of which must be in the grade of Customer Experience Officer I or in a comparable position.
• Bachelor’s degree in any of the following disciplines: Public Communication, Public Relations, Mass Communication, marketing or business-related field or its equivalent qualification from a recognized institution.
• Member of a relevant professional body where applicable and in good standing.
• Proficiency in computer application skills.
• Shown merit and ability as reflected in work performance and results.

Responsibilities:

The duties and responsibilities at this level will entail:

• Managing the contact center and coordinating Customer Experience activities.
• Responding to customer queries and complaints through telephone, e-mail, social media platforms or letters.
• Managing the complaints desk to ensure complaints are resolved promptly.
• Informing clients by explaining procedures, answering questions, and providing information.
• Maintaining and improving quality results by adhering to standards and guidelines and by recommending improvement in procedures.
• Identifying and escalating priority issues.
• Entering new customer information into the system and update existing customer information.
• Participating in the development of tools such as questionnaires and surveys.
• Preparing periodic reports and update the Frequently asked questions.
• Implementing service procedures, policies, and standards.
• Keeping accurate records and document Customer Experience actions and discussions.
• Analyzing statistics and compiling accurate reports.
• Maintaining an orderly workflow according to priorities.
• Planning, assigning, and monitoring the work of subordinates.