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Job Description
Job Vacancy: Client Experience Executive
Our client in mobile money industry is looking for someone to handle client service.
The Client Experience Executive will be responsible for ensuing clients (mainly Telcos) get the best client experience.
He/she structures Customer Care processes and manuals for their clients and customers and ensures that the team delivers the best experience.
Duties and Responsibilities
Prepare project documentation at various levels in the client service process
Prepare Interfaces – work with the technical team to prepare a customer service system which will enable the Telcos to effectively provide support
Acts as point of contact for support services liaising frequently with clients
Escalates tickets to technical teams to ensure they are closed and communicates to client
Train the Client’s customer care team on how to use the various components of the customer service system
Writing weekly and monthly reports showing customer care tickets, resolutions, closure and recommendations
Analysing the level and standards of the organisation’s customer service to enable improvements
Analysing the current customer service system and making recommendations on improvements
Requirements
Bachelors degree preferably in a business related course.
At least three years’ relevant experience
Must be client excellence savvy
Must be quick to grasp technology and work with various types of technological platforms
Must be analytical and able to prepare analytical reports
Must have training skills
Must have excellent writing skills
Must be able to prepare various types of reports
Must be able to travel on short notice and be away from home for long periods of time when required
How to Apply
Interested candidates should send their CV and application letter to jobs@fanisi.net by end of 27th May 2015.
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