DEPARTMENT : Customer Experience

VACANCY : Service Recovery Lead

LEVEL : Assistant Manager

LOCATION : Lusaka, Head Office

JOB PURPOSE

To provide leadership in the complaint handling process and ensure timely and effective resolution of complaints. Proactively identify areas of customer pain and take remedial action. Enhance the first contact resolution and ensure frontline staff take full ownership of each customer interaction

CORE RESPONSIBILITIES ARE:

1.] Operationalise Service Recovery Framework.

– Work with teams across the organization to reduce the number of complaints on an ongoing basis
– Create a service differentiation through extremely effective service recovery and quality of resolution
– Institute process that highlights Top Critical Unresolved Complaints and Requests
2.] Service Recovery Packs & Close Looping.

– Timely implementing and effecting Service Recovery pack after a Customer impacting outage as per pre-approved Packs
– Coordinate with Query Resolution & Complaint Unit and all Process Owners to conduct root-cause analysis for identified unresolved queries.
3.] Product & Services

– Ensure that service recovery is defined before any product is launched and sign off before any product launches
– Ensure all regulatory norms are complied to know and there is no exposure to the organisation.
4.] Marketplace and Customer Surveys.

– Handle ad hoc research requests from other departments so they can gather more information on consumers.
– Target market analysis, market segmentation research and even market data for sales visual aids.
5.] Strategic Partnerships

– Engage with key partners and review their performance & deliverables. Align them to business objectives and strategies.
– Recommend and implement process changes to improve performance
6.] Regulatory KPI’s

– Timely and accurate resolution of Complaints coming from Regulators.

REQUIREMENTS

Educational Qualifications & Functional / Technical Skills

• Bachelor’s degree in a business related field
• Preferably knowledge on ERP/Oracle
• Good knowledge of customer service performance standards, procedures and practices
Relevant Experience:

• 2 years experience working in a customer service environment (Call Centre/Retail outlet)Statistical knowledge and understanding of Consumer Behaviour
• Business awareness, strong analytical skills and problem-solving skills, excellent negotiating skills, high personal standards and goal oriented, excellent interpersonal skills
COMPETENCIES REQUIRED FOR THE POST:

• Excellent and effective communications skills, both orally and in writing
• Strong stakeholder engagement
• Empowering full work responsibility to achieve business target