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    Customer Experience Executive _ Outbound at - Nairobi, Kenya - Smart Applications International Ltd

    Smart Applications International Ltd
    Smart Applications International Ltd Nairobi, Kenya

    3 days ago

    Default job background
    Full time
    Description
    SmartApplications International is a leading ICT solutions provider delivering a wide range of world class technological solutions.

    Fondly known as Smart within the industry, the company was founded to provide innovative, secure and high-tech solution in Africa and beyond.

    Staying ahead through constant research and innovation

    Job Purpose

    The Customer Experience Executive is responsible for driving customer-centric initiatives to enhance the overall customer experience and satisfaction through actively engaging the customer throughout their lifecycle, to ensure the customers' needs are met and exceeded.

    Key Responsibilities & Accountabilities

    Outbound Campaigns:
    Undertake outbound campaigns to existing and potential customers to gather feedback, address concerns, and provide proactive assistance.


    Customer Interactions:
    Handle customer inquiries, concerns, and issues through various communication channels, ensuring prompt and effective resolution.

    Data Management;

    Accurately document customer interactions, feedback, and relevant information in the relevant System, and provide insights and feedback to contribute to the continuous improvement of customer experience processes.

    Service Metrics Tracking

    Monitor and track key performance indicators (KPIs) such as reach rate, response times, customer satisfaction scores, and resolution rates.

    Product/Service Knowledge;

    Stay informed about the company's products, services, and policies to effectively communicate information to customers. Continuously update the knowledge base with the latest information to better assist customers.


    Service Recovery:
    Undertake service-recovery initiatives to aid in rebuilding trust with our customers.


    Issue Resolution:
    Work to resolve escalated customer issues, collaborating with relevant teams to ensure timely and satisfactory outcomes.


    Service Quality:
    Maintain high standards of service quality, adhering to established protocols, guidelines, and customer service standards.

    Qualifications

    A bachelor's degree in a business-related course. Relevant certifications in customer service or customer experience are an added advantage.

    Relevant Experience

    2+ years in customer experience, customer service, or any related field.

    Skills, Knowledge & Abilities

    Strong interpersonal skills for building rapport, active listening, and effective communication with customers.
    Problem-solving skills to address customer challenges and find creative solutions.
    Empathy and a customer-centric mindset to understand and meet the customers' needs effectively.
    Pro-active & highly organized
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