Jobs at Orange. Customer Experience

Customer Experience Analyst Jobs at Orange Telkom, Kenya- Quality
Region: Nairobi
Reporting to: Customer Experience Manager – Quality
Range: R3
Department: Customer Experience Centre

Customer Experience Job Role

He/she will Execute Quality Analysis and Quality Assurance by ensuring services provided by Customer Care are up to the expected standards, meet customer needs and provide the best customer experience.

Work with the Training Team, Team Leaders and Managers to highlight on quality gaps and assist in developing relevant training programs and ways to ensure best quality is delivered

Key Duties and Responsibilities

Operational:

Responsible for Quality audits/monitoring of all customer experience sections for all customer interactions via calls, tickets, emails, letters, files and social media

To analyze monitoring feedback and propose/recommend actions for appraisal and improvements as it applies per transaction

To document coaching needs per individual/team level and share with respective Team Managers for action

To manage and monitor team’s performance and demonstrate best practice in all aspects of Customer Experience

To undertake training needs analysis for training and development of the Customer Experience team

To ensure all auditors follow established standard processes and procedures in their execution of quality audits and coaching

To document, collate and analyze statistical information on quality parameters audited on a daily basis to assist in evaluating the efficiency of Customer Experience teams and to inform on service improvement

To prepare and analyze quality reports and share the reports on a timely manner meeting all deadlines

To provide guidance and support to auditors to whom transactions are allocated for audit

To monitor and manage the changing needs of the Customer, making recommendations for service improvement and implementing those improvements to the satisfaction of customers

Ensure Coaching Improvement Plans are documented and kept in an representative’s file

Ensure the Coaching Improvement Plan is adhered to and the required objectives are met

Perform any other duty as my be assigned by the controlling officer

Academic Qualifications

Degree/Diploma/Certificate in related field from a recognized institution.

2-6 years’ in a similar position.

Professional Knowledge

Computer Literate

Strong skills in Ms-excel and Ms- PowerPoint

Sound knowledge of the telecommunication industry
Skills for Customer Experience Jobs in Kenya

High coordination skills

Good planning skills

People motivation skills

Strong negotiation skills

Has initiative and self-drive

Capacity to propose solutions, make advices, convince

Work integrity and correctness

Continuous adaptation to new techniques and technologies

Initiative and analytic mind

Listening ability to make proper decisions

Confident, independent and mature, to handle difficult issues swiftly

This position is open to Kenyan citizens only.

If you fit the required profile, please apply highlighting how your qualifications, experience and career aspirations match the requirements for this position.

Application should be sent by latest 1st May 2015, please provide an updated Curriculum Vitae (CV) including details of your current telephone contacts and names of three referees.

Apply through recruitment@orange-tkl.co.ke and quote the job title in the subject

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