Customer Experience Management Personnel at Ascentech Services Limited

Ascentech Services Limited - Our client in the Financial Services sector, is recruiting to fill the position below:

Job Title: Customer Experience Management Personnel

Location: Palmgrove, Lagos
Employment Type: Contract

Job Overview

• As a Customer Experience Specialist reporting directly to the Lead Customer Experience, you will play a vital role in ensuring the highest level of customer satisfaction through the management of VOC (Voice of Customer), Mystery Shopping, Issue Resolution, and Process Optimization.
• Your key responsibilities include conducting surveys, implementing mystery shopping evaluations, resolving customer issues, and optimizing processes to enhance overall customer experience.

Responsibilities
VOC Management:

• Conduct daily and quarterly surveys for both internal and external customers, ensuring accurate and timely data collection.
• Conduct a quarterly Mystery Shopping to ensure process compliance.
• Develop and implement a comprehensive Shareholders Follow-up Engagement Framework to proactively contact customers marked as "Waiting on Customers" on the CRM.
• Achieve an information retrieval rate of 80% for engaged shareholders providing the required information.
• Increase the participation rate of shareholders completing surveys on the CRM platform by 6%, fostering a more comprehensive feedback collection process.

Mystery Shopping:

• Conduct bi-monthly mystery shopping evaluations to assess and enhance the quality of service delivery.
• Ensure a Quality Score of 80% or above in assessing process compliance during mystery shopping evaluations.
• Analyze mystery shopping results to identify areas for improvement and implement corrective measures.
• Collaborate with relevant departments to address and rectify identified gaps in service quality.

Issue Resolution:

• Respond promptly and effectively to customer issues raised through various channels, ensuring timely resolution.
• Collaborate with cross-functional teams to address root causes of recurring issues and implement preventive measures.
• Maintain detailed records of customer issues and resolutions for continuous improvement purposes. 4. Proactively identify potential issues through VOC data analysis and implement preemptive measures.

Process Optimization

• Evaluate existing processes to identify inefficiencies and areas for improvement. 2. Implement process optimization initiatives to enhance overall efficiency and customer satisfaction.
• Collaborate with internal teams to streamline workflows and improve the end-to-end customer experience.
• Monitor and report on the effectiveness of implemented process optimizations.

Key Performance Indicators (KPIs):

• Achieve a quarterly Mystery Shopping Quality Score of 80%.
• Attain an information retrieval rate of 80% for engaged shareholders.
• Increase shareholder survey participation rate by 6%.
• Timely resolution of customer issues based on defined service level agreements.
• Successful implementation of process optimization initiatives with measurable improvements.

Qualifications

• Bachelor's degree in Business, Marketing, or a related field.
• Proven experience in VOC management, mystery shopping, issue resolution, and process optimization. • Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Proficient in using CRM systems and other relevant tools.

Salary
N83,000 per month. 

Application Closing Date
9th August, 2024.

How to Apply
Interested and qualified candidates should send their CV to: [email protected] using the Job Title as the subject of the email.