Tema, Greater Accra Region, Ghana
I am an enthusiastic and goal driven person. I pay attention to detail and am open when it comes to work. I can work with little or no supervision. I am a fast learner with excellent analytical and problem-solving skills. I have very good interpersonal relation with colleagues and customers and a good communicator. Offering 4+ years of progressively responsible administrative, organizational management and teamwork with a strong record in research to enhance productivity.
• Driving high-quality customer service by ensuring process compliance across all customer touch points of the business including KYC and social media. • Responsible for enhancing experience on company’s products and services based on proactive testing. • Improving CEX via T-NPS, CSAT and CES program. • Reducing customer pain points including driving self-service and responsible for the delivery of excellent customer experience at the contact center.
• Use innovation to reduce customer pain points through self-service to enhance customer experience. • Drive customer interactions via traditional channels to self-care channels. • Responsible for training touchpoint employees on all self-care solutions. • Coordinate with product owners and other relevant stakeholders to train touchpoint employees on new products and services and to ensure continuous update of knowledge and skills. • Liaise with product owners and other relevant stakeholders to resolve products and service related issues as well as platforms and portals being used by customer experience team. • Pre and post launch testing of products and services including any other tests that the business requires. • Ensure continuous re-engineering on products and services to improve end-user experience, based on voice of customer as well as customer experience frontliners
1. Build knowledge and a winning culture within the Customer Experience team. 2. Ensure developmental needs of the Customer Experience team are identified, a development plan formulated, and gaps closed. 3. Assist in Customer Experience engagement initiatives through training. 4. Training of franchisees on Customer Experience management and quality of service. 5. Coordinate all training projects for the Customer Experience team to deliver on set targets and obligations. 6. Identify, recommend and update the content of the training program to meet the business strategy. 7. Liaise with quality assurance and compliance unit to equip Retail employees with requisite sills needed to deliver exceptional experience to Customers.
1. Ensure developmental needs of the retail team are identified and gaps closed. 2. Coordinate all training projects for the Retail team to deliver on set targets and obligations. 3. Identify, recommend and update the content of the training program to meet the business strategy. 4. Liaise with quality assurance and compliance unit to equip Retail employees with requisite sills needed to deliver exceptional experience to Customers.
1. Facilitate training for both new recruits and existing internal staff and other dealer partners; Some of the trainings facilitated include those on products, services and systems interface training, customer experience, consultative selling, grooming and leadership. 2. Prepare and organize for all logistics and materials needed for training. 3. Ensure consistent evaluation of training programs using appropriate data analysis tools, identify weaknesses and make recommendations.
1. Coordinate allowances and payments 2. Department KPIs monitoring 3. Initiate PRs and Follow-up 4. Organize departmental programs and meetings 5. Follow up on all department projects. 6. Assist the Director on work related activities