Nigeria Customer Experience Coordinator at One Acre Fund

About the Role

We are looking for a passionate Customer Experience Coordinator, who will manage the primary points of contact for our customers, ensuring every interaction is an outstanding experience. You will manage inquiries, resolve complaints, and proactively reach out to customers to gather feedback. Your role is crucial in maintaining customer satisfaction and loyalty, contributing to the our organization’s overall success.

You will report to the Business Analysis Specialist and manage a range of 2-6 people under the Customer Experience Team.

Responsibilities

• CE Function Management
  • Promote inbound and outbound calls execution Goals.
  • Collaborate with CE Officers to develop hotline reports and continuously review and enhance CE trainings, policies, and Service Level Agreements.
  • Manage CP/CX survey forms, dashboards, and reports, and set weekly survey targets.
  • Build team capability for better first contact resolution and implement a system for resolving escalated enquiries and complaints.
• Team and Performance Management
  • Build the CE team's skills and coordinate their daily operations and activities.
  • Perform quality checks on tickets and call records to ensure satisfactory customer service.
  • Develop SOPs to enhance the efficiency of call center teams and create a conducive work environment.
  • Ensure accurate ticket categorization and prompt resolution, and conduct bi-annual performance reviews of the CE team.
• CE Improvement Tasks
  • Develop, align, and implement the call center operational strategy.
  • Identify areas for improvement in Customer Experience processes and propose solutions.
  • Create a weekly Customer Experience Journey report and project-specific dashboards, presenting findings and progress to the Country Leadership.
• Unit’s Liaison and Collaboration
  • Coordinate with other departments to handle call and SMS-related cases
  • Share the monthly Service Level Agreement (SLA) report with all team members and supporting teams.
  • Represent the team in any meetings with external partners
  • Review all call or SMS-related reports from team members and share or delegate sharing with relevant department.

Career Growth and Development

We have a strong culture of constant learning and we invest in developing our people. You’ll have weekly check-ins with your manager, access to mentorship and training programs, and regular feedback on your performance. We hold career reviews every six months, and set aside time to discuss your aspirations and career goals. You’ll have the opportunity to shape a growing organization and build a rewarding long-term career.

Qualifications

Across all roles, these are the general qualifications we look for. For this role specifically, you will have:

• 2+ years proven customer support experience with a minimum of 1 year working as customer experience lead
• Familiarity with CRM systems and practices
• Strong phone contact handling skills and active listening
• Experience interpreting and responding to customer requests.
• Data analysis and data manipulation is required
• Proficiency in Microsoft Office suite or google sheets and docs
• Proficiecy in Hausa language.

Preferred Start Date

As soon as possible

Job Location

Minna, Nigeria

Benefits

Health insurance, paid time off 

Eligibility

This role is only open to citizens or permanent residents of Nigeria

Application Deadline

23 September 2024