Customer Experience Manager, Alajo

Full Time Greater Accra BIMA
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State: Accra, Ghana
Country: Ghana
Deadline: 19/05/2021
Qualification: Degree
Work Experience: 4 Years
Career Level: Mid-level
Industry: Commerce

Onboarding & Customer Journey;

Ensure a smooth onboarding process through all communication channels (e.g. SMS, IVR)
Optimize the onboarding journey for customers across all Divisions
Draft, iterate and test product IVRs
Report results and analysis & key learnings affecting the proposed design and key measure to improve upon the journey
Map out current customer journey for MNO Division and share recommendations for optimization

Test engagement calls via IVR: Create content, schedule and budget for engagement SMS & IVR (trust, claims, testimonial etc.)
Customer experience processes;

Manage monthly customer steering meeting and ensure all stakeholders address the various topics raised in the meeting prior to next meeting
Review complaints tracker on a weekly basis and check for resolution status, follow up on unresolved complaints with customer service manager and unit representative
Run customer service & customer experience training session with agents
Review weekly agent QI scoring and identify key areas of improvement
Ensure customer surveys are carried out thoroughly and efficiently
Analyze research data, prepare presentations and draw key insights for mHealth team
Manage localization of questionnaire & rollout of Global Customer Income Survey in Ghana, monitor work closely with global product team
Perform other related tasks within the scope of customer experience as may be assigned

The candidate must be/have:

Minimum qualification of First degree
Must have completed National Service
Excellent listening and verbal communication skills
Passion for customer service, quality focus and problem solving
Experience in Research and Project Management is a plus
Very organized and in-depth administrative skills
Hard-working, energetic, dedicated and great at attention to detail
Ability to multi task in a fast-paced environment
Strong team player and professional
Intermediate in Microsoft office suite (especially Word, Excel, PowerPoint)

PS: Only shortlisted applicants will be contacted.

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