Customer Experience Specialist job at Vodacom

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Vacancy title:
Customer Experience Specialist

[ Type: FULL TIME , Industry: Arts, Audio/Video Technology and Communications , Category: Admin & Office ]

Jobs at:

Vodacom

Deadline of this Job:
30 January 2022  

Duty Station:
Within Tanzania , Dar es Salaam , East Africa

Summary
Date Posted: Thursday, January 13, 2022 , Base Salary: Not Disclosed


JOB DETAILS:
The Customer Experience Specialist is responsible and empowered to:
Convert “As Is” experiences into better “To Be” experiences, whilst ensuring the company acts and deploys appropriate actions in all stages to improve the overall customer experience and levels of customer loyalty across assigned touch points/channels as well as its products and services.
Will take accountability for objectively designing and measuring the customer experience delivered by all the touch points that include but not limited to contact centre and retail.

Key accountabilities:
• Gain an understanding of customer requirements through:
• The review of As-Is Experiences within the assigned product/service/channel portfolio
• Quantitative and qualitative insights on existing products/services/ channel
• Proactive participation in the Go To Market (GTM) process
• Design and implement
• Improved To-Be experiences which are not limited to existing but are also applicable to new products/services/channels
• Appropriate experience KPI measurements for a particular product/service/channel
• Appropriate toolkits/processes for the frontline support.
• Build effective professional relationships with business partners across CBU, VBU, MPESA and Channels.
• Managing expectations and priorities whilst maintaining delivery commitments towards experience reviews, improvements and continuous monitoring.

Core competencies, Professional qualifications & Experience
• Strong Analytical skills
• Commercially astute
• Stakeholder management
• Time management and accountability
• Professional qualifications & Experience:
• Diploma in Business Administration or any other related field.
• 2 years of experience in Customer Experience
• Skills
• Dynamic Prioritisation and Multi Tasking
• Customer Journey Knowledge
• Ownership
• Coaching and Mentoring
• Building Rapport
• Expert Communication
• Empathy
• Drives Continuous Improvement

Work Hours: 8


Experience in Months: 24

Level of Education:
Postgraduate Degree

Job application procedure
To apply follow this link https://careers.vodafone.com/Vodacom/job/Dar-es-salaam-Customer-Experience-Specialist/762171601/  

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