BasiGo – Customer Experience Manager.

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JOB DESCRIPTION.

You might like this job if: 

• You want to create a cleaner, safer, and technologically advanced future for African cities.
• You enjoy the challenge of working in a fast-paced, dynamic environment.
• You’re able to take a risk on something new, thrive in ambiguity
• You love project management and are a stickler for detail
• You have a passion for helping customers have an exceptional experience from new technologies.
• You’re able to think on your feet and create systems, policies and processes that support scale.
• You’re ambitious, quick to learn new skills, and like to multitask.

​​​​​​​Roles and Responsibilities:

• Start and build the customer experience function from scratch.
• Build and manage a team of customer experience specialists, ensuring that they are trained and well equipped to efficiently perform their duties.
• Develop and manage all KPIs related to customer experience.
• Collaborate with cross-functional teams to create SOPs, set escalation matrices and continuously refine these processes to deliver the best experience for our customers.
• Collaborate closely with the product team to ensure that all tech-related issues are being addressed and work on new features to enhance the product functionality based on customer feedback.
• Manage driver support and training, ensuring that drivers receive the necessary training and support ;handle and resolve all the driver complaints effectively.
• Collaborate with the field ops team to ensure that passengers are receiving the best front-line support.
• Analyze customer feedback to identify areas for improvement and develop strategies to address them.
• Develop and implement customer experience policies and procedures to ensure that all passengers receive a consistent level of service.
• Provide regular reports to senior management on the performance of the customer experience function.
• Performing any ad-hoc responsibilities that may arise in future as the product evolves and overall scope of the role expands.
• Represent the customer experience function in meetings with other departments and stakeholders.
• Process refunds as per our cancellation and refunds policy.
• Offer the best in class customer service by going the extra mile and ensuring a timely resolution of customer complaints.
• Conduct focus groups, roll-out NPS surveys to collect feedback from passengers and drivers and ensure we incorporate their suggestions to improve the overall quality of service.
• Knowledge of Microsoft Office and G-suite.

Our ideal candidate would have:

Education & Experience:

• Bachelor’s degree in Business Administration or Diploma in Customer Relationship Management or related course
• At least 5 years of experience in customer support or customer experience management, preferably from the transport or logistics industry.
• Strong leadership skills with demonstrated experience building and managing a team.
• Excellent communication and interpersonal skills, with the ability to work with people at all levels of the organization.
• Strong analytical skills, with the ability to analyze data and identify trends.
• Strong problem-solving skills, with the ability to develop and implement effective solutions.
• Familiarity with SAAS products and transportation technologies is desired
• Proficiency with spreadsheets, databases. Additional knowledge of CRM tools would be a plus.

Attitued and Approach: 

• High proficiency in Microsoft Office, with emphasis on advanced skills in Exce
• Very good knowledge of PowerPoint
• Excellent interpersonal and communication skills
• Fluent in Kiswahili and English  
• Detail-oriented and positive attitude
• Strong analytical, organizational, and time management skills
• Ability to work in a fast-paced, dynamic environment.
• We offer a competitive salary, health insurance, and other benefits. If you are a talented and experienced customer experience manager who is passionate about providing the best possible experience for our customers, we want to hear from you.

To apply

 

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