You might like this job if:
- You want to create a cleaner, safer, and technologically advanced future for African cities.
- You enjoy the challenge of working in a fast-paced, dynamic environment.
- You’re able to take a risk on something new, thrive in ambiguity
- You love project management and are a stickler for detail
- You have a passion for helping customers have an exceptional experience from new technologies.
- You’re able to think on your feet and create systems, policies and processes that support scale.
- You’re ambitious, quick to learn new skills, and like to multitask.
Roles and Responsibilities:
- Start and build the customer experience function from scratch.
- Build and manage a team of customer experience specialists, ensuring that they are trained and well equipped to efficiently perform their duties.
- Develop and manage all KPIs related to customer experience.
- Collaborate with cross-functional teams to create SOPs, set escalation matrices and continuously refine these processes to deliver the best experience for our customers.
- Collaborate closely with the product team to ensure that all tech-related issues are being addressed and work on new features to enhance the product functionality based on customer feedback.
- Manage driver support and training, ensuring that drivers receive the necessary training and support ;handle and resolve all the driver complaints effectively.
- Collaborate with the field ops team to ensure that passengers are receiving the best front-line support.
- Analyze customer feedback to identify areas for improvement and develop strategies to address them.
- Develop and implement customer experience policies and procedures to ensure that all passengers receive a consistent level of service.
- Provide regular reports to senior management on the performance of the customer experience function.
- Performing any ad-hoc responsibilities that may arise in future as the product evolves and overall scope of the role expands.
- Represent the customer experience function in meetings with other departments and stakeholders.
- Process refunds as per our cancellation and refunds policy.
- Offer the best in class customer service by going the extra mile and ensuring a timely resolution of customer complaints.
- Conduct focus groups, roll-out NPS surveys to collect feedback from passengers and drivers and ensure we incorporate their suggestions to improve the overall quality of service.
- Knowledge of Microsoft Office and G-suite.
Our ideal candidate would have:
Education & Experience:
- Bachelor’s degree in Business Administration or Diploma in Customer Relationship Management or related course
- At least 5 years of experience in customer support or customer experience management, preferably from the transport or logistics industry.
- Strong leadership skills with demonstrated experience building and managing a team.
- Excellent communication and interpersonal skills, with the ability to work with people at all levels of the organization.
- Strong analytical skills, with the ability to analyze data and identify trends.
- Strong problem-solving skills, with the ability to develop and implement effective solutions.
- Familiarity with SAAS products and transportation technologies is desired
- Proficiency with spreadsheets, and databases. Additional knowledge of CRM tools would be a plus.
Attitude and Approach:
- High proficiency in Microsoft Office, with emphasis on advanced skills in Exce
- Very good knowledge of PowerPoint
- Excellent interpersonal and communication skills
- Fluent in Kiswahili and English
- Detail-oriented and positive attitude
- Strong analytical, organizational, and time management skills
- Ability to work in a fast-paced, dynamic environment.
- We offer a competitive salary, health insurance, and other benefits. If you are a talented and experienced customer experience manager who is passionate about providing the best possible experience for our customers, we want to hear from you.
APPLY USING THE LINK BELOW:
Customer Experience Manager at BasiGo
