Qualifications, Skills and Experience Required:
Person
Specifications: For appointment to this grade, an officer must have:
- Cumulative service period of six (6) years’
relevant work experience, three (3) of which must be in the grade of
Customer Experience Officer I or in a comparable position.
- Bachelor’s degree in any of the following
disciplines: Public Communication, Public Relations, Mass Communication,
marketing or business-related field or its equivalent qualification from a
recognized institution.
- Member of a relevant professional body where
applicable and in good standing.
- Proficiency in computer application skills.
- Shown merit and ability as reflected in work
performance and results.
Responsibilities:
The
duties and responsibilities at this level will entail:
- Managing the contact center and coordinating
Customer Experience activities.
- Responding to customer queries and complaints
through telephone, e-mail, social media platforms or letters.
- Managing the complaints desk to ensure
complaints are resolved promptly.
- Informing clients by explaining procedures,
answering questions, and providing information.
- Maintaining and improving quality results by
adhering to standards and guidelines and by recommending improvement in
procedures.
- Identifying and escalating priority issues.
- Entering new customer information into the
system and update existing customer information.
- Participating in the development of tools such
as questionnaires and surveys.
- Preparing periodic reports and update the
Frequently asked questions.
- Implementing service procedures, policies, and
standards.
- Keeping accurate records and document Customer
Experience actions and discussions.
- Analyzing statistics and compiling accurate
reports.
- Maintaining an orderly workflow according to
priorities.
- Planning, assigning, and monitoring the work of
subordinates.
How to Apply
