Customer Experience Officer – Digital Call Centre job at Pride Microfinance Limited

JOB DETAILS:
The Customer Call Executive – Digital Call Centre will report to the Manager Customer Experience.

Main purpose of the job:
He/she will be responsible for managing the digital Call Centre in relation to customer service i.e. answering incoming calls from customers in regard to our products, inquiries, offers, quotes, returns, troubleshoot problems, provide information / feedback and escalate issues if necessary.

Specific responsibilities include:
• Attending customer queries on all the available company digital platforms.
• Cross-sell company’s products to clients and enhance / protect the reputation of the company at all times.

• Resolving customer complaints reported through various channels, ensuring their resolution in accordance with consumer protection guidelines.
• Undertake customer research through documenting customer feedback and administering digital research tools.

• To support the Marketing and Digital team to plan and produce content across Pride’s owned digital channels.

• To develop a knowledge base of customer behavior to support the expansion of digital capacity.

• To drive engagement through our social channels, increasing outreach and Customer Relationship Management.

• Maintaining; completing and ensuring relevant documents are accurate and kept up to date in addition to supporting the Call Centre Tele-sales Team (outbound calls) when required in relation to specific sales /marketing activities

Minimum Academic Qualifications:
• Diploma or bachelor’s degree in any Discipline
• Should be fluent in commonly used local languages. Candidates should also have 2 principle passes at A’ Level and credit passes in English and Mathematics at O’ Level.
• A minimum of one year’s experience in a customer experience role or handling Call Centre.
• Candidates who are fluent in the Northern and Eastern languages are encouraged to apply.
• He/she should not be more than 35 years of age.

Work Hours: 8

Experience in Months: 12

Level of Education: Associate Degree

Job application procedure

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