Deadline of this Job: 30/10/2022
JOB DETAILS: Job Overview/Responsibilities
• Proactively drive the operational efficiencies of the customer experience in line with company processes and agreed standards
• Identify and act on opportunities for continuous service improvement and to resolve any issues that may arise through gathering and understanding product feedback via customers, reporting and other initiatives such as research calls, focus groups and surveys
• Provide support and monitor all partner customer touchpoints, including professional and effective training to all JUMO and Client Call Centre Agents on the use of our products and on resolving customer queries
• Observe customer calls and extract key insights to prepare insightful reporting, including social media and operations trends, in order to enhance the overall customer experience
• Manage all customer escalations and support queries within SLA, by driving internal stakeholder resolution of these in the business
• Track and report on all technical incidents affecting customer experience, while engaging with internal technical teams to investigate, understand and resolve, the root cause technical issues
• Assist in managing and configuring internal customer support systems
• Support other functional departments by coordinating the integration of new Mobile Network Operators,
• Financial Service Providers or Products in the territory
• Translate English into Swahili where needed
• Manage logistics, travel arrangements and other ad hoc duties
Qualifications:
• Bachelor’s degree preferably in Marketing (e.g. CIM), business management or administration
• A minimum of 2 – 5 years in a customer-centric, relationship management role with a strong track record in research and insights gathering and reporting
• Relationship management skills
• Project management skills
• Self-motivated, with a strong ability to self-manage
• Results oriented, proactive and a team player
• Reporting, analytical and logical skills
• Creative, solution orientated and able to take initiative
• Excellent communication and presentation skills
• Fluent in English & Swahili
• Ability to multitask, prioritize, organize and manage time effectively
• People (customer) centric/customer oriented
• Approachable and easy going
• High level of integrity
• Bonus if you have
• Experience within the IT/Telecoms, Mobile Money or Mobile/Electronic Banking, Call Centre environments
• Knowledge of Mobile Money and Technology/Financial platforms
• Access to your own or public transport to conduct regular visits to the call centres, agents and partners
Deadline of this Job: 14 October 2022
JOB DETAILS: Job Summary;
Our Client, a Hospitality company, is looking for a Guest Relations Leader to help drive up our customer satisfaction goals.
Responsibilities;
• Regularly walk around the Hotel, interacting with room guests, walk in guests, restaurant guests, and conference/banquet guests - to help understand their experience, manage their requests, and work with the Hotel team to resolve their complaints or concerns.
• Communicate feedback on Guest interactions to Senior Management.
• Work with the Team to create memorable experiences for our Guests, including managing our VIP and Guest Loyalty program
• Manage the Hotel Concierge desk – to assist in the Guest welcome/exit experience as well as handle their inquiries. Support the Hotel front desk with check-in and checkout procedures as needed
• Conduct quality assurance reviews and audits as per the Hotel’s Guest experience checklists
• Review survey platforms to understand Guest satisfaction trends and issues and to work on actions to improve these metrics
• Market the hotel products and services to improve revenue goals
Requirements
• Has some professional experience working in a customer service function. Previous experience working in a hotel environment, similar guest relations position, or hotel front desk is preferred, but not necessary for the role – our primary measures will be on attitude and communication skills
• Is a youthful candidate who is a quick learner, willing and keen to grow in the hospitality business
• Is passionate and committed about improving customer satisfaction
• Has a natural and confident ability to communicate in English both verbally and in writing
• Has an approachable and welcoming personality
• Has an ability to carefully listen and respond appropriately to demanding Guests – including handling difficult and tense situations with ease
• Is not desk bound - physically able and energetic to walk around the Hotel to interact with customers, perform random quality inspections, and provide feedback to senior managers
• Flexibility to work in a variety of different work situations in a demanding Hotel environment
• An “A Player” attitude - works well with others – holds themselves and others accountable – and able to contribute to finding solutions to problems
• Willing to support sales and marketing functions
• A good level of IT proficiency to quickly learn and work on hotel software systems, MS office suite, and online tools