CX Specialist – Safaricom Telecommunications Ethiopia PLC
Customer Service, Sales and Marketing, Quality Assurance
Safaricom Telecommunications Ethiopia PLC
Whether you’re looking to join our technology, commercial or corporate teams and would like to be part of our team, working in partnership with the government and the sector, towards thepromise of a digital future for the people of Ethiopia, we are looking for you
We are pleased to announce the following vacancy for CX Specialist within the Customer Experience Function in Ethiopia. In keeping with our current business needs, we are looking for a person who meets the criteria indicated below.
Detailed Description
Reporting to the Manager – CX and Quality the role holder is responsible for the documentation, review, management, and compliance of CX processes, procedures and standards; Support business units to deliver superior experiences by providing guidance during new product development as well as existing customer pain points; Champion Customer Experience efforts within the division
Job Responsibilities
· Document and continuously monitor and review all divisional procedures, processes and standards for effectiveness, quality and simplification and ensure they comply with agreed company policies and business guidelines.
· Ensure timely communication on new and/or changes in processes, procedures and standards to all the stakeholders
· Update the knowledge base and any other related data bases in a timely and effective manner, including documentation of reviews made to avail all the necessary materials for reference by the customer handling staff.
· Ensure adherence to documented processes, procedures, and standards through regular compliance audits
· Monitor and measure the benefits of post process implementation to ensure product quality, efficiency, and improvement and provide training on any gaps picked
· Collaborate with the business units/project owners to ensure availability of documentation on new processes/procedures/products/services
· Co-ordinate process improvement activities as well as training programs on new processes/products/services
· Archive divisional documents in line with the ISO standards
· Assist in promoting the implementation of CX best practices.
· Timely submission of comprehensive reports to the CX and Quality Manager as per agreed timelines
Job Requirements
· Bachelor’s degree in a Business/ Social Science discipline from a recognized university
· 4+ years’ experience working in a Call Centre environment within a service-oriented organization. Work in telecommunication, Banking or airline sector will be an added advantage, at least one-year experience in a process and/or product enablement function
· Excellent knowledge of telecommunications technology and products
· Knowledge of Call center technologies and operations desirable
· Understands CX best practices
· Has knowledge and/or experience of customer feedback surveys e.g. NPS, CSAT, CES
· Self-motivated, requiring little supervision and able to meet strict deadlines
· Process and ISO Certification would be an added advantage
