• Application Deadline:
• Position: Consultant, Customer Experience



• Job Type Full Time



• Qualification BA/BSc/HND



• Experience 5 years



• Location Lagos




• Job Field Customer Care 
  
  

Job Description

• Responsible for defining, understanding and adherence to our service standards across the network by making sure that our service touch points are adequately equipped to deliver service optimally.


• Responsible for defining recovery strategies due to service failures as well as service monitoring at different customer touch points.


• Responsible for coordinating service measurement interventions (ISS, Mystery shopping Voice of customer survey etc).


• Track and report trend of exceptions and exceptional service identified in the network.


• Coordinate stakeholder engagement for the team ( Post mystery shopping engagement, post ISS etc.)


• Track and report trend of exceptions and exceptional service identified in the network.

Qualifications

• BSc in any related field.


• Professional Certification can be an added advantage.

Experience: 

• Minimum of 5years experience in customer experience/customer facing related roles.

Additional Information

Behavioural Competencies:

• Interacting with People


• Interpreting Data


• Managing Tasks


• Meeting Timescales


• Upholding Standards

Technical Competencies:

• Creative Mindset


• Excellent interactive and assertive skill


• Attention to detail.


• Good innovative skills


• Good Excel and Power Point skills