We use cookies to customise our website for you, giving you the best possible user experience. If you continue without changing your settings, we’ll assume that you are happy to receive this personalisation. Find out more about our cookie policy

Cancel
This job is expired
< Return to Job Search Return to Job Search
Digicel

FIBRE - CUSTOMER EXPERIENCE EXECUTIVE

Digicel

  • Port-of-Spain
  • Not disclosed
  • Permanent full-time
  • Updated 27/10/2014
  • Rhonda-Lee Thomas

Applications are welcomed for the captioned position which currently exists in our CUSTOMER CARE DEPARTMENT. ROLE REPORTS TO: FIBRE - CUSTOMER EXPERIENCE TEAM LEADER JOB SUMMARY: The Customer Experience Executive is

Applications are welcomed for the captioned position which currently exists in our CUSTOMER CARE DEPARTMENT.
ROLE REPORTS TO: FIBRE - CUSTOMER EXPERIENCE TEAM LEADER

JOB SUMMARY:

The Customer Experience Executive is responsible for assisting the Customer Experience Team Leader in the development and implementation of Digicel's FTTH Customer Experience (CE) Vision and monitoring service delivery to ensure that existing customers are retained and new customers are attracted to the organization.
Main Duties and Responsibilities:
Customer Relations - Service and Satisfaction
  • Investigate and respond to all customer feedback that is escalated to the department via internal mechanisms.
  • Weekly reporting of Customer Feedback into the Customer Experience Manager with identification of trends and/or concerns.
  • Ensure compliance with department target of 85% of complaints resolved within SLA
  • Responsible for assisting the CEM in obtaining customer feedback through Customer councils, mystery shopper programmes or other face to face avenues as pertinent.
  • Run the departments Customer Recovery programme and ensure compliance from related departments.
  • Report weekly on Customer Recovery Programme - including but not limited to - Success rates, respective costs per department.
  • Identify areas of customer dissatisfaction (pain points) and recommend corrective action
  • Monitors end to end customer experience on all levels of the business including but not limited to Retail channel, Customer Care, Social Media platforms, Corporate Care, Sales, etc. in addition to all other customer feedback mechanisms
Customer Communications
  • Continuous review of ALL Communication being seen/sent to customers, including , Terms & Conditions, FAQs, adverts, letters, SMS and Social Media to ensure efficient delivery of communication and service to customers
  • Establish and maintain a centralized archive for presentations, customer complaints or commendations, staff feedback and all communications that relate to the customer experience
  • Coordinate the distribution of various communications with both internal and external customers
Assist in the development, execution and monitoring of departmental strategies including:
  • Customer Communication
  • Customer Complaint Handling
  • Customer Service training programmes
  • Customer Segmentation and Research
Employee Development
  • Contribute to the effectiveness of the unit by keeping up to date on changes in the Customer Experience Management arena
  • Maximize individual productivity by being organized, having sound work ethic and minimizing personal absenteeism
  • Contribute t the achievement of team goals by active interest and involvement in all aspects of the Divisions operations
Academic qualifications and experience required for job:
  • Minimum BSC Management Studies or three (3) years' experience in a Similar position in Customer Service
  • Certification in Customer Management will be an asset
  • An acceptable combination of academic qualifications and work experience may be considered in lieu of minimum requirements.

Ref: TT-05/10/14- CC

Digicel

Digicel

View Employer Profile

View More Vacancies from Digicel