We are pleased to announce the following vacancy for CX Specialist within the Customer Experience Function in Ethiopia. In keeping with our current business needs, we are looking for a person who meets the criteria indicated below.
Detailed Description
Reporting to the Manager – CX and Quality the role holder is responsible for the documentation, review, management, and compliance of CX processes, procedures and standards; Support business units to deliver superior experiences by providing guidance during new product development as well as existing customer pain points; Champion Customer Experience efforts within the division
Job Responsibilities
· Document and continuously monitor and review all divisional procedures, processes and standards for effectiveness, quality and simplification and ensure they comply with agreed company policies and business guidelines.
· Ensure timely communication on new and/or changes in processes, procedures and standards to all the stakeholders
· Update the knowledge base and any other related data bases in a timely and effective manner, including documentation of reviews made to avail all the necessary materials for reference by the customer handling staff.
· Ensure adherence to documented processes, procedures, and standards through regular compliance audits
· Monitor and measure the benefits of post process implementation to ensure product quality, efficiency, and improvement and provide training on any gaps picked
· Collaborate with the business units/project owners to ensure availability of documentation on new processes/procedures/products/services
· Co-ordinate process improvement activities as well as training programs on new processes/products/services
· Archive divisional documents in line with the ISO standards
· Assist in promoting the implementation of CX best practices.
· Timely submission of comprehensive reports to the CX and Quality Manager as per agreed timelines
Job Requirements
· Bachelor’s degree in a Business/ Social Science discipline from a recognized university
· 4+ years’ experience working in a Call Centre environment within a service-oriented organization. Work in telecommunication, Banking or airline sector will be an added advantage, at least one-year experience in a process and/or product enablement function
· Excellent knowledge of telecommunications technology and products
· Knowledge of Call center technologies and operations desirable
· Understands CX best practices
· Has knowledge and/or experience of customer feedback surveys e.g. NPS, CSAT, CES
· Self-motivated, requiring little supervision and able to meet strict deadlines
· Process and ISO Certification would be an added advantage