Customer Experience Manager at CVPeople Tanzania

Customer Experience Manager

CVPeople Tanzania

Dar es salaam, Tanzania | Posted on 09/09/2022

Job Description

Reports to: Head of Technology & Operations

Key Duties and Responsibilities

To ensure all departmental reports and activities comply with bank requirements in terms of rules policies and directives that eliminate any audit finding pertaining to established policies, processes, and tools to achieve optimal efficiency, compliance and cost containment
To review the feedback from customer satisfaction surveys and identify areas of improvement
Reviewing & improving our customer facing & sales processes, and products to support the delivery of our intended customer experience
Carry out the Customer Experience Program which includes retention, loyalty, quality assurance and change initiatives.
To ensure data analysis is done
To ensure reports are done and shared with the relevant departments/units for action
Preparation of periodic quality reports for continuous monitoring and adherence to customer experience KPIs and SLA
Spooling of daily and monthly data for report preparation and customer engagement
Conducting Service Audits at all customer touch points to safeguard consistency in adherence to and effective application of established policies, processes, procedures and tools in achieving optimal efficiency
Establishing and maintaining constructive and cooperative working relationships within the bank and stakeholders to ensure all customer queries and requests are handled within laid down processes and SLA. Regular interaction with business departments to understand key areas of support and improvement.

Customer Experience Manager at CVPeople Tanzania

Knowledge and Experience

University Degree or equivalent.
Knowledge and experience of the Banking industry, bank products and customer service delivery systems.
Computer knowledge and ability to use computers and related technology efficiently Desired work experience:
At least 7 years of experience in the Customer service industry, of which 3 years should be in a customer facing environment