Head Customer Experience

Job Vacancy > Head Customer Experience
Location > Dar Es Salaam
Position Type > Full Time
Organization Type > Company Website > http://www.peoplepower.co.tz

Application Deadline: 30 Nov 2015

Head Customer Experience POSITION DESCRIPTION:

The Head Customer Service Experience will work in close collaboration with other internal team to identify and priorities customer support delivery
The candidate will be responsible for owing and develop metric and measurement techniques that will enable the company to constantly and consistently measure the customer experience.
Formulate the overall framework for Customer Experience across the organization
Communicate strategy for integrating customer feedback from multiple sources and following up on this feedback effectively.
Orchestrate and manage specific quantitate feedback programs to improve customer loyalty.
Design survey instruments to collect structured feedback, reconcile the results with other feedback channels to get to an actionable plan to address the voice of customer.
the position will also serve as the leading voice of customer and act as a customer experience advocate in considering decisions that will impact the customer.
create and manage holistic customer experience strategy highlighting all customer touch point across company in Tanzania and work access -functionally to ensure stakeholder buy-in.
By getting customer feedback and make any constructive amendments immediately in order to ensure delivery of services is the best in the market.
By being able to resolve any customer misunderstanding through a patient, logical approach.
Being a good listener, to think then respond without reacting
Optimize the service experience by foresting a culture of continual process improvement to consistently drive operational efficiencies.
Continue to make improvements across the dimensions of people, process and technology with the goal of improving the associate and customer experience.
Develop a robust training, quality assurance and communication program conducive to continued development of associates and a superior customer experience.
Track and manage and departmental KPIs including agent retention, on boarding throughput, maximizing productivity and management statistics.
Implement innovative support channels such as social media, SMS, mobile and chat.
Analyze and report key customer concerns. Determine trend sand help develop action plans to support growth, service and forecasting. Drive improvements in overall service levels, transactional efficiencies and cost management.

APPLICATION INSTRUCTIONS:

7 years of experience
Bachelor's degree in IT/Telecom, an MBA is preferred.

Please send your cv at the earliest.

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