Job Mission / Objective

As a Customer Experience and Service Recovery Specialist, the primary responsibility is to ensure an exceptional customer experience by addressing and resolving customer issues and concerns promptly and effectively. The role plays a crucial role in managing customer interactions, enhancing satisfaction, and implementing service recovery strategies to retain customer loyalty.

Objective of Job:

The key objective of this role is to proactively manage customer experiences, identify pain points, and implement service recovery measures to exceed customer expectations. You will work collaboratively with cross-functional teams to enhance overall customer satisfaction, mitigate service failures, and contribute to the continuous improvement of the customer service process.

Reports to

Senior Manager Customer Experience

Service Recovery:

• Initiate and lead service recovery efforts to resolve customer issues, ensuring a positive resolution and maintaining customer satisfaction.

• Monitor Customer satisfaction trends and feedback and ensure business is provided with insights for remedial actions.

Customer Interaction Management

• Assess the handling of customer interactions through various channels, including phone, email, and live chat, ensure timely and empathetic responses are provided to customer inquiries and concerns.
• Review Contact centre performance monthly, measuring performance against key KPI’s and provide a report to business on findings.

Root Cause Analysis

• Conduct thorough monthly analyses of customer complaints and feedback to identify underlying issues, collaborating with relevant for departments to address and rectify recurring problems.
• Review Monthly CSAT, Conduct Monthly Quality Assurance testing on contact centre calls to identify areas of improvement.

Process and Product Improvement

• Work closely with cross-functional teams to identify opportunities for process and product improvement and contribute to the development of customer-centric strategies.
• Conduct quarterly digital platform testing to address issues and opportunity for improvement.

Business Planning/Decision Making

• Regularly review and adapt the business plan to align with changing market conditions and internal dynamics.

Academic Knowledge:

• Bachelor's degree in Business, Customer Service, or a related field.
• Certification in Customer Service or related field is a plus.

Work Experience:

• Minimum of 3 year's related experience in Total Quality Management; at least 5 years experience in a Bank/Financial Institution

Knowledge and Skills:

•  Customer Service Expertise: In-depth understanding of customer service principles and practices, with a proven track record of delivering exceptional customer experiences.
•  Problem-Solving Skills: Strong analytical and problem-solving skills to identify root causes of customer issues and implement effective solutions.
•  Empathy: Display a high level of empathy and emotional intelligence to connect with customers, understanding their concerns and providing appropriate support.

•  Collaboration: Ability to collaborate effectively with cross-functional teams, including sales, product development, and operations, to address customer issues and improve overall service quality.

•  Adaptability: Flexibility to adapt to changing customer needs and industry trends, with a proactive approach to staying informed about new service recovery techniques and technologies.

•  Conflict Resolution: Proficient in conflict resolution techniques to manage challenging customer interactions and turn negative experiences into positive outcomes.

•  Technology: Familiarity with customer service platforms, CRMs, and communication tools to efficiently manage customer interactions and maintain accurate records. Have a high level of proficiency on Excell, PowerPoint, Teams, and Microsoft word.

• Medical Aid
• Provident Fund
• Group Life Cover
• Income Disability Cover
• Funeral Cover
• Training & Development