Customer Experience Associate (CX Associate)

Key and Critical Responsibilities

Provides excellent customer service by accurately processing and addressing all customer requests upon receipt <span style="letter-spacing: 0.4px;">within the prescribed timelines and or service levels.  </span><ul><li> Achieves First Call Resolution (FCR) by accurately answering all customer/vendor requests or inquiries <span style="letter-spacing: 0.4px;">concerning features, products, services, billing, equipment, queries and resolves or completes the same in </span><span style="letter-spacing: 0.4px;">accordance with the appropriate, policy, process, guideline and or regulation. </span></li><li>Exercises and demonstrates exceptional telephone etiquette by communicating in a professional and courteous manner demonstrating empathy, compassion, understanding and patience; Actively listens and responds to customer concerns using appropriate language that is adapted to the needs of the customer. </li><li>Reports or escalates any discrepancies to relevant supervisor for appropriate action to minimize all instance of revenue leakage  </li><li>Accurately identifies obstacles that prevent the completion, sign off or closure of customer issues/complaints and ensures that these are directed to the appropriate persons and or departments.  </li><li>Maintains a daily log of all inquiries, queries, requests and outages in the prescribed format and that all interactions are followed up within the established timeframes and at the established quality standards.  </li><li>Completes the required interactions via traditional and digital channels utilizing a multi-skilled approach to determine customers needs as it relates to the customers entire life cycle, namely, enrollment, service requests, inquiries, reports of outages or failures and queries. </li><li>Captures customer contact information in the prescribed manner and provides each customer with appropriate feedback via traditional and digital methods. </li><li>Participates in the improvement of customer journeys and experiences by actively providing relevant information that will continuously improve customer service processes;  </li><li>Relays accurate information internally and externally with the required accuracy and quality standards in keeping with the relevant Policy.  </li><li>Identifies problems accurately and proactively and works with all parties to identify and resolve the issue at hand. </li><li>Completes and progresses all customer service requests for all products and services using multiple platforms, systems, tools and resources for the installation/activation/relocation of products and services. Where necessary, schedules customer appointment as required. </li><li>Activates all customer services using multiple activation platforms and provides support to other personnel to activate customers service/accounts. </li><li>Completes 360 degree closure process and updates results on the prescribed systems. </li><li>Meets established performance targets and operates in a manner that mitigates customer fall outs and or negative impact on the brand through the use of appropriate customer engagement and retention tactics engagement; the appropriate use of tools, features, plans, rebates and discounts etc.  </li><li>Achieves personal KPIs and targets as assigned and maintains a Personal Development Plan (PDP). </li><li>Completes daily tallies in prescribed format.  </li><li>Completes credit and debt management transactions and places treatment calls based on assigned security access level and in accordance with Credit Management Policies and Procedures  </li><li>Maintain customer databases by accurately using prescribed standards and methods.  </li><li>Codes/wraps up all incoming interactions using the approved dispositions. </li><li>Completes monthly reports and ad-hoc reports (as required) and is required to provide attendant detailed analysis while maintaining an effective physical and electronic filing system. </li><li>Prepare relief schedules for team members when assigned. </li><li>Mentors new/junior/under performing team members as determined by the supervisor. </li><li>Creates presentations and represents the section/department on conference bridges, audio/video conferences and meetings and to make contributions that will aid in, inter-alia, the development and launch of new products, process reviews or other initiatives.  </li><li>Keeps current with all new products and services. </li><li>Works in accordance with the established safety and OSH practices and procedures. </li><li>Reports all equipment malfunction/failures to relevant authority. </li><li>Assists in the planning and management of meetings, workshops and conferences: prepares agendas; issues meeting invitations; takes meeting notes; </li></ul><ul><li>Receives, records, sorts and routes incoming and outgoing correspondence and other documents. </li><li>Composes and issues routine correspondence; also prepares drafts of more complex correspondence and reports of meetings, conferences etc. as directed.  </li><li>Orders, issues, and maintains inventory of supplies and equipment. </li><li>Assists in the preparation of time sheets and pay sheets, vouchers, invoices and requisitions; posts entries in journals and ledgers and other routine accounting duties. </li><li>Files memoranda, letters, reports and other documents as prescribed. </li><li>Generates a wide variety of documents such as letters, memoranda, minutes, reports, and spreadsheets utilizing appropriate software. </li><li>Operates standard office equipment such as photocopiers, scanners, facsimile machines and binders. </li><li>Assists in the preparation of budgetary and expenditure statement by collecting and inputting relevant data as directed.  </li><li>Undertakes research and information gathering, as directed, and compiles data for entry; enters and/ or verifies data. </li><li>Performs other related duties as assigned. </li></ul><div><br></div>