Job Summary

• The successful candidate will join as a CX Operations Support Executive in the Customer Experience Department. (S)He will report to the Customer Experience Director.
• The CX Operations Support Executive will ensure that the network of stores, the contact center, and other units within the customer experience department are adequately supported to achieve superior customer service as well as drive revenue growth.

Key Responsibilities

• Working closely with the Customer Experience Director to provide adequate support to the CX department to achieve key deliverables.

People

• Assist in all action plans that will enhance team engagement and provide a healthy and conducive environment that allows for team development.

Process

• Responsible for ensuring efficient day to day administrative operations in the Customer experience department.
• Responsible for processing all distributor and CX related commissions.
• Raising of PRs, invoices and other Customer Experience service and payment related activities.
• Coordinate all CX related activities to achieve customer experience deliverables, standards, processes, service levels and compliance.
• Responsible for influencing an enhanced customer experience across all CX channels.
• Ensure weekly Performance reviews with Partner Team Leads and Supervisors.
• Track Overall Customer Experience KPIs.
• Monitor and Track Experience performance to ensure good ratings on T-NPS and CES.
• Monitor and track all facility challenges in the customer experience space.
• Follow up on all customer issues escalated to other units (MFS, Technical Support, Revenue Assurance, etc.) for timely closure to enhance customer experience.
• Follow up on all ageing issues and ensure resolution as well as closing the gaps.
• Work with MFS, Technical, Sales Operations and BPO Partner to improve L2 and L3 escalations.

Qualification Required & Experience

• Bachelor’s degree from a recognized institution
• 2-3 years of experience within the customer experience environment.

CORE COMPETENCIES

• Excellent knowledge in Contact Center and Retail operations management
• Excellent analytical and problem-solving skills
• Excellent planning skills
• Excellent organizational skills
• Excellent interpersonal skills
• Excellent and effective communication skills, both orally and written
• Culture sensitivity

Key KPIs

• Selected Customer Experience KPIs
• Operational Efficiency KPIs
• T-NPS
• CES

Location: Accra