Customer Experience Executive at Smart Applications International Ltd

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.