Key Accountabilities

• Track customer experiences across online and offline channels, devices, and touchpoints
• Collaborate with IT developers, as well as the production, marketing, and sales teams to enhance customer services and brand awareness.
• Facilitate employee capabilities assessment and training interventions
• Facilitate Dealer Scorecard and employee incentive programme management
• Identify customer needs, respond to customer queries, and collaborate with internal departments to optimize customer services and brand awareness
• Aligning customer experience strategies with marketing initiatives as well as informing customers about new product features and functionalities
• Identifying customer needs and taking proactive steps to maintain positive experiences
• Responding to customer queries in a timely and effective manner, via phone, email, social media, or chat applications
• Analysing customer feedback on product ranges and new releases, as well as preparing reports
• Performing product tests, evaluating after-sales and support services, and facilitating improvements.
• Create and drive a customer service programes that will deliver an exceptional service on site while driving a healthy competition amongst employees nationally. Foster an environment where everyone knows their health and safety is a top priority and where everyone actively participates in ensuring the health and safety of each other and our customers

Education and Experience

• A bachelor’s degree or equivalent experience in marketing, communications, advertising, business management, or in a related field preferred
• At least 3 years’ experience as a customer experience specialist, or a similar customer support role
• Solid knowlege of online customer engagement platforms and channels
• Experience leading others
• Extensive experience in gathering and interpreting customer experience information
• Solid knowledge of online customer engagement platforms and channels
• Ability to exercise good business acumen and systemic thinking that supports meaningful decision
• Ability to prioritize, plan and implement while being agile