Manager of Customer Experience at CVPeople Tanzania

 

Job Summary

Manager of Customer Experience
Linkedin Tanzania
Tanzania's Dar es Salaam | Posted on 09/09/2022
Position Description
reports to: The head of operations and technology

Important Tasks and Responsibilities

• To guarantee that all departmental reports and operations adhere to bank policies, rules, and directives in order to eliminate any audit findings relating to established policies, procedures, and tools, and to achieve the highest levels of efficiency, compliance, and cost containment.
• Reviewing customer satisfaction survey responses in order to pinpoint opportunities for improvement
• to support the delivery of the ideal customer experience, we are reviewing and upgrading our customer-facing & sales processes, as well as our goods.
• Implement the Customer Experience Program, which consists of efforts for change, quality assurance, and retention.
• ensuring that data analysis is performed
• To make sure reports are completed and distributed to the appropriate departments and units for action
• Creating recurring quality reports to ensure ongoing oversight and adherence to customer experience SLA and KPIs

• Daily and weekly data spooling for report preparation and client interaction
• to ensure consistency in adherence to and effective use of defined policies, processes, procedures, and tools in achieving maximum efficiency, conducting service audits at all points of contact with customers.
• Creating and maintaining positive working relationships with stakeholders and other members of the bank in order to guarantee that all client inquiries and requests are handled in accordance with established procedures and SLAs. interaction with business units on a regular basis to identify major areas for development.
• Manager of Customer Experience at CVPeople Tanzania

information and expertise

• a college degree or its equivalent
• understanding of the banking sector, bank goods, and customer service delivery methods.
• knowledge of computers, and proficiency with their use and related technologies desired work history:
• a minimum of 7 years of experience in the customer service sector, of which 3 years should be spent working with customers.

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