JOB DETAILS:
The role ensures that the Fund’s Customer Value Proposition is clearly understood by all staff and duly communicated in a way that all members understand at their preferred communications channels. The role oversees the monitoring of member interactions and assures that the Fund adequately responds to Customer feedback, complaints, concerns and suggestions for improvement.
• Development and execution of member Customer Experience strategies that will ensure the achievement of the 95% Customer Service Index.
• Develop and manage relationships with key stakeholders to facilitate the achievement of departmental and organizational objectives.
• Assess your performance and seek feedback to improve it.
• Train, coach and supervise subordinates to achieve high performance in the department.
• Collaborate with other departments within the fund to achieve organizational objectives and develop a culture of collaboration within the section.
• Measure Customer Experience across all critical touch points, i.e., Walk…
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