Job Role

The Customer Experience (CX) Coordinator supports Yalelo’s customer service operations and customer engagement initiatives by managing customer communications, coordinating service training, supporting feedback and survey activities, and helping drive customer-facing programs that improve satisfaction, loyalty, and brand trust.

Key Responsibilities & Critical Success Measures.

• Customer Service Call Handling: Manage customer service calls and CRM records, ensuring timely responses, accurate logging, and proper follow-up/escalation of complaints.
• Customer and Retail Communication: Coordinate communication with external customers and internal teams (especially retail outlets) to support service delivery and issue resolution.
• Training and Feedback Support: Conduct customer service trainings and support customer feedback/survey activities to improve frontline service standards.
• Consumer Insights Support: Support consumer insights work (surveys, data cleaning, enumerator support) and help generate accurate customer feedback data.
• Customer Programmes and Activations: Coordinate customer-facing projects (loyalty card programme, activations, CSR/marketing support, events, ad-hoc projects) with successful execution, timely dispatch, and positive customer engagement outcomes.

Functional Competences

• Customer Service Management: Strong customer service and complaint-handling capability, including professional communication and escalation management.
• Cross-Functional Coordination: Good coordination and collaboration skills across departments (Retail, Marketing, Logistics, Operations, etc.) and with external stakeholders.
• Data and Reporting Support: Ability to support basic data capture, survey administration, data cleaning, and simple reporting/trackers.
• Training and Facilitation: Training and facilitation ability to support frontline customer service improvement initiatives.
• Planning and Multitasking: Good planning and multitasking skills to manage recurring tasks, projects, and activations simultaneously.

Personal Characteristics

• Customer-Centric Professionalism: Customer-centric, professional, and courteous, with strong empathy and good judgment when handling complaints.
• Ownership and Reliability: Proactive and dependable, with good follow-through on customer issues, tasks, and deadlines.
• Attention to Detail: Detail-oriented and organized, especially in CRM updates, records, survey data, and dispatch tracking.
• Adaptability and Teamwork: Adaptable and collaborative, able to work across different teams and support changing business priorities.
• Positive Growth Mindset: Positive attitude, willing to learn, and committed to improving customer experience and brand trust

Knowledge, Skills and Experience

• Education Background: Diploma or bachelor’s degree in marketing, Business Administration, Communications, Public Relations, or a related field.
• Relevant Experience: 2–4 years’ experience in customer service, customer experience, retail support, marketing support, or a similar role.
• Systems and Tools: Experience using CRM systems and Microsoft Office tools (especially Excel, Word, and PowerPoint).
• Added Advantage Experience: Experience in customer surveys, field support, events/activations, or loyalty/customer programmes is an added advantage.
• Core Skills: Strong written and verbal communication skills, organization, and ability to work across office and field activities. Fluent in English and additional local languages is a plus.
• ZAQA-certified qualifications are mandatory.