Customer Experience Administrator (m/f)

Duties

• Develops and implements Business Unit's Customer Experience plans in line with Business strategy
• 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
• Prepare and manage customer reports, data reports, complaints handling reports, customer awareness campaigns
• Conduct studies and research to discover new techniques necessary for improving customer experience
• Oversee the merchandising and brand compliance of the organizations branches
• Utilize customer relationship management (CRM) tools in coordinating and monitoring customer experience operations
• Organize seminars, workshops, and conferences

Requisites

• Namibian Citizenship
• B-tech Degree Informatics/data analytics
• Minimum of 5 years with varied administrative, customer experience and program coordinating duties
• At least 5 years marketing or customer strategy experience in a marketing, operations; distribution or finance environment
• Excellent Excel and Data Analytics Skills for preparation and management of customer reports, data reports, complaints handling reports and customer awareness campaigns
• An understanding of compliance issues and how a Customer Strategy team works
• Good analytical, interpersonal, organizational and communication skills
• Basic project management skills
• Ability to work under pressure
• Persuasiveness Skills
• Excellent interpersonal, planning & organizing skills
• Energy, drive and enthusiasm

Notes

• Only shortlisted applicants will be contacted