Customer Experience And Recovery Specialist

Job Mission / Objective: As a Customer Experience and Service Recovery Specialist, the primary responsibility is to ensure an exceptional customer experience by addressing and resolving customer issues and concerns promptly and effectively.

The role plays a crucial role in managing customer interactions, enhancing satisfaction, and implementing service recovery strategies to retain customer loyalty. The key objective of this role is to proactively manage customer experiences, identify pain points, and implement service recovery measures to exceed customer expectations.

You will work collaboratively with cross-functional teams to enhance overall customer satisfaction, mitigate service failures, and contribute to the continuous improvement of the customer service process.

Reports to

Senior Manager Customer Experience

Service Recovery

1. Initiate and lead service recovery efforts to resolve customer issues, ensuring a positive resolution and maintaining customer satisfaction.
2. Monitor customer satisfaction trends and feedback and ensure business is provided with insights for remedial actions.

Customer Interaction Management

1. Assess the handling of customer interactions through various channels, including phone, email, and live chat, ensuring timely and empathetic responses to customer inquiries and concerns.
2. Review contact centre performance monthly, measuring performance against key KPIs and provide a report to the business on findings.

Root Cause Analysis

1. Conduct thorough monthly analyses of customer complaints and feedback to identify underlying issues, collaborating with relevant departments to address and rectify recurring problems.
2. Review monthly CSAT and conduct monthly quality assurance testing on contact centre calls to identify areas of improvement.

Process and Product Improvement

1. Work closely with cross-functional teams to identify opportunities for process and product improvement and contribute to the development of customer-centric strategies.
2. Conduct quarterly digital platform testing to address issues and opportunities for improvement.

Business Planning / Decision Making

Regularly review and adapt the business plan to align with changing market conditions and internal dynamics.

Requirements

Academic Knowledge

Bachelor's degree in Business, Customer Service, or a related field. Certification in Customer Service or related field is a plus.

Work Experience

Minimum of 3 years related experience in Total Quality Management; at least 5 years experience in a Bank / Financial Institution.

Knowledge and Skills

1. Customer Service Expertise: In-depth understanding of customer service principles and practices, with a proven track record of delivering exceptional customer experiences.
2. Problem-Solving Skills: Strong analytical and problem-solving skills to identify root causes of customer issues and implement effective solutions.
3. Empathy: Display a high level of empathy and emotional intelligence to connect with customers, understanding their concerns and providing appropriate support.
4. Collaboration: Ability to collaborate effectively with cross-functional teams, including sales, product development, and operations, to address customer issues and improve overall service quality.
5. Adaptability: Flexibility to adapt to changing customer needs and industry trends, with a proactive approach to staying informed about new service recovery techniques and technologies.
6. Conflict Resolution: Proficient in conflict resolution techniques to manage challenging customer interactions and turn negative experiences into positive outcomes.
7. Technology: Familiarity with customer service platforms, CRMs, and communication tools to efficiently manage customer interactions and maintain accurate records.
8. Have a high level of proficiency in Excel, PowerPoint, Teams, and Microsoft Word.

Benefits

Medical Aid, Provident Fund, Group Life Cover, Income Disability Cover, Funeral Cover, Training & Development.