Job Detail

Job Description

The key responsibilities for this role include but not limited to the following:

• Liaises with relevant stakeholders to ensure effective integration and cross-functional collaboration across all functions responsible for driving Customer Experience;
• Supports provision of technical project management input to ensure that the Perfect 10 requirements are managed in a professional and concise way, aligned to best practice recommendations;
• Develops required project management documentation and reporting;
• Tracking of Digital channels and provide initiatives to increase these channels;
• Provides input into the development of frameworks and key metrics for defining and analyzing customer relationship and experience with a view of attaining a Net Promoter Score (NPS) of 10;
• Monitors and tracks completion rates of the Customer Experience Must-win-Battles and enabling activities;
• Supports the identification and resolution of customer issues; achieving milestones; committing and managing appropriate resources; maintaining forward momentum and achieving desired outcomes;
• Provides input to the design of relevant initiatives and facilitates development of accountability action plans;
• Provides input to the development and implementation of frameworks for identifying and cascading international and local best practices on embedding customer experience;
• Supports process of implementing research exercises and provides periodic reports on customer intelligence, insights and performance on the delivery of customer experience objectives;
• Advises the Senior manager on the progress of all CEX Initiatives.

Candidate Requirements

• Grade 12 certificate with 5 credit or better of which English and Mathematics are a must;
• Degree / Higher Diploma in relevant discipline;
• Certification in Project Management;
• 1-2 years’ experience  in a supervisory role;
• 1-2 years working experience in a Project Management role;
• Extensive Project management experience with experience in delivering technology-related solutions;
• Customer service orientation.

Women are strongly encouraged to apply

Hand delivered or posted applications will not be accepted.

Note: that only shortlisted candidates will be contacted.

Please note you have to apply to this job advert as directed by the employer and not through findershub.co.zm

Skills Required

• Read Job Description