Customer Experience Administrator

We are seeking a passionate, versatile Customer Experience Administrator to drive appointment scheduling and excellent customer service. In this role, you will execute duties related to seamless customer experiences and operational efficiency.

You will ensure a smooth customer journey by managing scheduling, handling queries, maintaining data accuracy, and enhancing operations. This position serves as a key liaison between internal teams, field sales agents, and external contractors to ensure deliverables are met and to improve the overall customer experience.

Key Responsibilities

Scheduling & Customer Coordination:

• Call and schedule client jobs while handling general queries, ensuring that all tasks are completed in alignment with the targets set for job scheduling and customer engagement.
• Maintain, and update job card records, and internal trackers.
• Ensure efficient scheduling to reduce service delays and optimize resources.

Customer & Stakeholder Engagement:

• Act as a primary touchpoint for Field Team Tech Leaders, Field Team Controllers/ Field Team Managers, Customer Engagement and Retentions Managers, Spaza Shops, and our Sales Office/ Regional Manager.
• Interface with the Customer Engagement Team, and Network Operations Centre when needed.
• Liaise with internal, and external field Sales agents to streamline the customer journey.

Data Management & Reporting:

• Create and manage job cards, client account balances, and sign-ups on internal systems.
• Input and maintain accurate client details on internal systems.
• Identify operational flaws, propose improvements, and contribute to enhancing overall efficiency.

Customer Service Excellence:

• Ensure professional telephone etiquette, and uphold internal customer service standards.
• Handle customer escalations efficiently, ensuring quick resolution.
• Provide insights on customer experience trends to optimize service quality.

Process Improvement & Compliance:

• Identify inefficiencies and work towards optimizing processes.
• Contribute to the role’s evolution over time.
• Execute additional duties as assigned by the Field Team Manager or Head of Operations based on business needs.

Qualifications:

• Matric (Grade 12).
• Certificate/ Diploma in Business Administration, Customer Relationship Management, or a related (preferred).
• Additional training in CRM software, scheduling tools, or reporting analytics is advantageous.

Experience:

• A minimum of 1 to 3 years in customer service, scheduling and administration roles.
• Prior experience in telecoms, service delivery, field service management, or technical operations is a plus.
• Proven experience in the use of Excel, or Google Sheets to monitor data-driven decision-making.
• The ability to communicate clearly and timeously both internally and externally stakeholders.
• Effective decision-maker and creative problem-solver.

Skills and Competencies:

• Scheduling, and Workflow Management – Ensuring efficient appointment setting, and resource allocation.
• Customer Experience & Communication – Handling customer queries professionally, and ensuring high satisfaction.
• Escalation, and Conflict Resolution – Strong problem-solving skills to handle customer escalations effectively, ensuring quick; and satisfactory resolutions.
• Data Analysis, and Reporting – Maintaining accurate client records and generating insights for decision-making.
• Problem-Solving & Escalation Management – Addressing service issues quickly, and efficiently.
• Customer Experience Management – Deep understanding of customer service principles, ensuring high satisfaction levels; and maintaining brand reputation.

• The opportunity to grow both in your personal and professional capacity.
• Free ikeja internet at your home! (If you are in a coverage area) after successfully passing probation period.
• Health insurance and provident fund.
• Access to an online wellness platform, providing free and confidential support from licensed therapists.

How to apply:

To apply for this role, please submit a resume outlining your experience and qualifications as part of this process.