About Role
We are looking for a dedicated Customer Support professional to provide exceptional service by assisting customers with inquiries, resolving issues, and ensuring a positive experience. Handle communication through calls, emails, or chat, maintaining professionalism and empathy while supporting company products or services
Job Description
i. Participate in the formulation and implementation of leading approaches to customer experience management and feed these into the overall strategy of the Society.
ii. Participate in the development and implementation of the customer experience policies and procedures in line with the Society’s guidelines and provide guidance to management in the interpretation and implementation of these.
iii. Establish customer segmentation system and ensure its proper implementation.
iv. Institute systems and processes for effective handling and management of customer complaints and enquiries through customer interaction points.
v. Develop and implement customer service standards that ensure a consistent superior service to customers in the Society.
vi. Champion opportunities to improve customer experience, drive customer retention and increase customer satisfaction.
vii. Design and implement customer engagement/feedback and resolution mechanisms.
viii. Manage the system for escalation of customer complaints Sacco wide.
ix. Measure customer satisfaction by conducting customer satisfaction surveys.
x. Responsible for prompt resolution and investigation of customers long standing or complex problem escalated by the customer service team and other staff members.
xi. Develop and implement service measurement tools aimed at the operational improvement of customer service delivery at all touch points.
xii. Assess customer service requirements and build total customer service experience.
xiii. Establish communication mediums by utilizing platform such as social media to enhance prompt resolution of customer issues.
xiv. Develop customer journey mapping capability at the Society as a basis for growing customer base.
xv. Own and manage improvements identified through customer journey mapping processes through to implementation.
xvi. Document customer journey maps ensuring alignment with process maps.
xvii. Use industry knowledge and customer drivers to research and develop key ‘points of view’ and make recommendations of how to develop propositions, business, process and technical capabilities.
xviii. Making visits to key customers as per a structured customer contact program/relationship program.
xix. Follow up and ensure attainment of the relevant key performance indicators (KPIs) in the strategic plan, including adherence to budgets (income and costs where appropriate).
xx. Leverage on data analytics and statistics in determining level of customer satisfaction on services rendered.
xxi. Prepare and issue monthly reports to the Operations Manager.
xxii. Any other duties as may be assigned.