Customer Experience Administrator (m/f)

Duties

• Extracts data from various internal and external sources
• Codes, tests and implements query programs
• Develops business reports to support ad-hoc and repetitive MIS requirements
• Performing of data quality tests on data sources
• Manage customer reports, data reports, complaints handling reports, customer awareness campaigns
• Meets with internal clients, understands their business requirements, analyses data support requirements and directs data analysis and reporting
• Presents final results to stakeholders
• Coordinates data extractions and input to customer experience management where integrated data sets are required
• Training of an organization’s customer Service champions
• Rolls out OMNAM's corporate customer strategy and ensures implementation along with the Customer Experience Manager
• Define and implement standards/procedures for ensuring optimal customer experience
• Conduct surveys to gather information on customer opinion of rendered services,
• Utilize social media platforms in reaching out to customers to help resolve issues and provide quick response to inquiries
• Establish communication mediums through which customers can readily contact a company and vice versa
• Monitor the activities of the organization to ensure compliance with acceptable standards of customer experience
• Conduct studies and research to discover new techniques necessary for improving customer experience
• Oversee the merchandising and brand compliance of the organizations branches; and
• Utilize customer relationship management (CRM) tools in coordinating and monitoring customer experience operations

Requisites

• Bachelor of Commerce in Informatics (BCom): Informatics, Bachelor of Informatics (BINF) (Required)
• Namibian Citizen
• Bachelor’s Degree in Data Sciences/Informatics/Statistics/Marketing
• Minimum of 5 years in data analyzing, customer experience or program coordinating duties
• At least 5 years marketing or customer strategy experience in a marketing, operations; distribution or finance environment
• The ability to analyse, model and interpret data
• An understanding of compliance issues and how a Customer Strategy team works
• Good analytical, interpersonal, organizational and communication skills
• Great report writing and consolidation skills
• Basic project management skills
• Accuracy and detailed orientated
• Persuasiveness Skills
• Energy, drive and enthusiasm

Notes

• Only shortlisted applicants will be contacted