Officer - Customer Experience

About the Role

The position supports the Customer Experience Department by administering customer satisfaction surveys, analyzing feedback, preparing detailed reports and dashboards, aiding customer experience projects, and coordinating initiatives to enhance the overall customer journey and satisfaction.

Key Responsibilities

• Conduct Voice of Customer (VOC) satisfaction surveys and document customer feedback meticulously.
• Reach out to dissatisfied customers to comprehend their concerns and assist in service recovery efforts.
• Develop quarterly VOC dashboards alongside comprehensive customer experience reports.
• Carry out root cause analysis on various data sources such as feedback, surveys, and complaint trends.
• Compile and submit monthly complaint reports for the Central Bank.
• Engage in customer experience projects by attending meetings, reviewing customer journeys, and contributing to initiatives aimed at satisfaction improvements.
• Coordinate marketing campaigns and awareness activities related to Customer Experience with the Marketing Department.
• Generate reports, presentations, and conduct data analysis to bolster customer experience efforts.
• Monitor ongoing customer feedback to pinpoint areas for service and process enhancements.
• Ensure timely and accurate completion of assigned operational and regulatory tasks.
• Perform additional duties as assigned by the Customer Experience Manager.

Work Environment and Decision Making

The role operates autonomously on daily tasks, managing responsibilities with minimal supervision, while escalating complex issues requiring managerial approval. Accountability encompasses accurate and timely task completion, precise data reporting, and making routine decisions within scope.

Qualifications & Experience

• Bachelor's degree in Business Administration, Marketing, or related discipline.
• Familiarity with customer satisfaction measurement methodologies and reporting techniques.
• Experience utilizing customer feedback, survey, or complaint management systems.
• Between 1 to 2 years of professional exposure within Customer Experience, Customer Service, Complaint Management, Contact Centre operations, or Banking Operations.

Skills

• Excellent communication and interpersonal abilities.
• Strong analytical thinking and problem-solving aptitude.
• Meticulous attention to detail and commitment to accuracy.
• Effective organizational and time-management skills.
• Competence in preparing reports and presentations.
• Proficiency with Microsoft Excel, Word, and PowerPoint.
• Capability to work independently as well as cooperatively within team settings.