Frank Management Consult Ltd – Customer Experience Officer.

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    Job Description.

    Roles and responsibilities:

    • Drive usage growth and increase transaction volumes from the newly on boarded and existing clients.
    • Handle customer queries/complaints and provide appropriate solutions and alternatives within the SLA’s and follow up to ensure timely resolution.
    • Build strong client relationships through a deep understanding of their business needs and proactively identify new product expansion opportunities
    • Upsell/cross sell company products to existing clients and achieve the set targets.
    • Liaise with different departments to resolve service problems affecting customers.
    • Prepare weekly departmental debriefs.
    • Service recovery: turn a complaint/unhappy customer into a loyal satisfied customer with professional, empathetic service recovery
    • Maintain high level of product knowledge sufficient to advise customers
    • Meet the set targets on TAT, Quality monitoring and Voice of the Customer Knowledge:

     Skills and Experience required for this Role.

    • Proficient knowledge of customer service, and standard customer service practices and procedures.
    • Outstanding organizational skills.
    • Excellent Communication skills
    • Excellent Phone, email etiquette
    • Tech savvy
    • Team player
    • Customer focused
    • Problem solving
    • Office suite Proficiency
    • Enthusiastic and proactive

    Educational Requirements:

    • Higher diploma in business or related discipline, Skills/ Attributes:
    • Years of Experience (Minimum) 2+ years’ experience Customer Service Experience
    • Excellent communication skills and Good interpersonal skills.

    To apply

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