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.