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Customer Experience Executive _ Outbound
Job Purpose
- The Customer Experience Executive is responsible for driving customer-centric initiatives to enhance the overall customer experience and satisfaction through actively engaging the customer throughout their lifecycle, to ensure the customers’ needs are met and exceeded.
Key Responsibilities & Accountabilities
Outbound Campaigns:
- Undertake outbound campaigns to existing and potential customers to gather feedback, address concerns, and provide proactive assistance.
Customer Interactions:
- Handle customer inquiries, concerns, and issues through various communication channels, ensuring prompt and effective resolution.
Data Management;
- Accurately document customer interactions, feedback, and relevant information in the relevant System, and provide insights and feedback to contribute to the continuous improvement of customer experience processes.
Service Metrics Tracking
- Monitor and track key performance indicators (KPIs) such as reach rate, response times, customer satisfaction scores, and resolution rates.
Product/Service Knowledge;
- Stay informed about the company’s products, services, and policies to effectively communicate information to customers. Continuously update the knowledge base with the latest information to better assist customers.
Service Recovery:
- Undertake service-recovery initiatives to aid in rebuilding trust with our customers.
Issue Resolution:
- Work to resolve escalated customer issues, collaborating with relevant teams to ensure timely and satisfactory outcomes.
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Service Quality:
- Maintain high standards of service quality, adhering to established protocols, guidelines, and customer service standards.
Qualifications
- A bachelor’s degree in a business-related course. Relevant certifications in customer service or customer experience are an added advantage.
Relevant Experience
- 2+ years in customer experience, customer service, or any related field.
Skills, Knowledge & Abilities
- Strong interpersonal skills for building rapport, active listening, and effective communication with customers.
- Problem-solving skills to address customer challenges and find creative solutions.
- Empathy and a customer-centric mindset to understand and meet the customers’ needs effectively.
- Pro-active & highly organized
Business Partner Management & Culture
Job Purpose:
- The Performance & Culture Business Partner will play a crucial role in optimizing employee performance, engagement, and satisfaction through effective performance evaluation, reward programs, seamless onboarding, addressing poor performance, maintaining accurate job descriptions, and working closely with team leads to ensure teams performance is regularly reviewed. This multifaceted role will collaborate with various stakeholders to ensure employees are aligned with organizational objectives, motivated, and provided with the necessary tools and environment to succeed. Reporting to the HR Director, the Business Partner will contribute to building a high-performing and engaged workforce.
Key Responsibilities and Accountabilities:
Workplace Culture
- Facilitate the cascading and integration of company values throughout all levels of the organization, ensuring alignment with actions and behaviors.
- Enhance the work environment by addressing feedback and ensuring alignment with culture during organizational changes.
- Create and implement effective mechanisms for employees to share feedback on workplace culture including conducting employee satisfaction surveys and 360 feedback.
- Collaborate with leadership to develop and execute action plans based on the results of the Employee Satisfaction Survey (ESS) and other employee voice channels.
- Monitor and track the progress of ESS action plans, delivering regular updates to stakeholders.
- Collaborate with relevant teams to ensure that changes uphold the organization’s culture and values.
Performance Management Process
- Collaborate with leadership to develop and implement a performance management framework that supports organizational goals.
- Co-ordinate all activities related to the performance management cycle, all communication, sensitization, and monitoring of the process to ensure its effectiveness and relevance to the business.
- Design and communicate performance evaluation processes, criteria, and timelines to ensure transparency and fairness.
- Partner with managers to set clear performance expectations, goals, and individual development plans.
- Establish and maintain linkages between the Performance Management and other talent/people processes to ensure synergy in the application of policies and procedures.
- In liaison with Learning and Development Business Partners, contribute to the design, implementation, and management of effective leadership and employee development and talent management initiatives to address performance gaps related to capacity/knowledge among staff.
- Collaborate with managers and HR to address poor performance effectively and by company policies.
- Address employee inquiries related to performance evaluation, onboarding, job descriptions, poor performance, and sales performance reviews.
- Collaborate with sales teams to establish sales performance metrics, targets, and strategies. Monitor sales data and implement dashboards for tracking performance.
- Ensure the use of appropriate technology in performance management to reduce manual and routine tasks.
Coaching and Training
- Coaches and builds Line manager capability in setting robust goals, feedback, and performance discussions across the business.
- Provide training and guidance to managers on conducting effective performance appraisals and delivering constructive feedback.
- Understands the Performance Improvement Plan (PIP) process and can coach Line Managers through a performance managementchallenge.
Employee Onboarding and Probation Period Management
- Develop and oversee a comprehensive employee onboarding program that ensures a smooth transition for new hires following up to ensure proper onboarding and avail resources required to work
- Coordinate orientation sessions, training, and introductions to organizational culture, policies, and practices.
- Gather feedback from new hires to continuously enhance the onboarding experience and address any challenges.
Job Description and Role Clarity across the board
- Ensures all employees have up-to-date job descriptions (JDs) and work plans and are aligned with compensation, performance evaluations, and career progression.
Reward and recognition Management
- Develop/Implement and manage reward and recognition programs that acknowledge and reinforce employee contributions and ensure fairness
- Stay informed about market trends to propose adjustments to compensation and benefits strategies.
- Advise managers on using rewards strategically to motivate and engage their teams.
Data Analysis and Reporting:
- Collect and analyze performance, compensation, onboarding, sales performance, and job description data to derive actionable insights.
- Prepare reports and presentations for leadership to provide a comprehensive view of trends and areas for improvement.
- Use data to enhance the effectiveness of performance management, reward programs, onboarding, addressing poor performance, and sales performance reviews.
Compliance and Ethics:
- Ensure all practices related to performance, reward, onboarding, poor performance, sales performance reviews, and job description management comply with relevant laws and regulations.
- Maintain confidentiality and data privacy in handling sensitive employee information.
Qualifications:
- Bachelor’s Degree and Higher National Diploma in HRM
- 5 years of relevant experience in HR management, with a specialization in performance management
- Extensive experience in conducting Performance management process
- Experience in Coaching and building Line manager capability in performance/productivity management and development
- Good stakeholder management experience.
Knowledge, Skills, and Abilities:
- In-depth HR expertise, including knowledge of employment laws in performance management.
- Proficient in implementing performance systems, utilizing industry best practices.
- Excellent communication skills for conveying expectations, feedback, and improvement plans.
- Analytical skills for interpreting performance data and creating comprehensive reports.
- Expertise in employee engagement, recognition programs, and positive work environment initiatives.
- Experience in seamless onboarding processes and ensuring new hires understand expectations.
- Skill in addressing poor performance, mediating conflicts, and aligning job responsibilities.
- Strong interpersonal skills for effective collaboration, contributing to a cohesive workforce.
- Capability to set SMART goals, ensuring alignment with organizational objectives.
- Understanding of training programs, and recommending opportunities based on assessments.
- Adaptability and skill in managing change, and guiding teams through transitions.
- Commitment to high ethical standards, confidentiality, and sensitivity in handling issues.
- Leadership qualities to inspire and guide teams, overseeing various aspects of performance management.
Method of Application
Interested candidates who meet the criteria above are encouraged to send their application letter and detailed CV to cvs@smartapplicationsgroup.com by 19th April 2024 indicating the position on the Subject Line.