About the job
Shift Aa
- Helping customers fill in the inspection forms at the office.
- Verify customer documents to determine which program they lie in.
- Ensuring customers are served well and experience excellent customer experience.
- Creating and updating inspection in the inspection tracker as outlined in the customer experience office sop. This includes inspections done at the station.
- Ensuring customer belongings are stored in a safe and accessible place.
- Uploading customer documents in SharePoint or/any designated storage.
- Assisting customers with all other issues say card replacement, station inquiries, referral inquiries when need arises.
- In charge of handover to customers after conversion (Slot 2).
Shift Ab
- Helping customers fill in the checks, service or uninstallation job cards/forms at the office.
- Ensuring customers are served well and experience excellent customer experience.
- Ensuring customer belongings are stored in a safe and accessible place.
- Uploading customer documents in SharePoint or/any designated storage.
- Creating and updating checks and service tickets in the Freshdesk software as outlined in the customer experience office SOP and/or Freshdesk SOP. This includes the checks and services done at the station.
- In charge of checks, services, and uninstallation data and report.
- Assisting customers with all other issues say card replacement, station inquiries, referral inquiries when need arises.
- In charge of handover to customers after conversion (Slot 2).
Shift B
- Ensuring customers are served well and experience excellent customer experience.
- Helping customers fill in the conversion agreement form at the office.
- Verifying conversion customer documents and ensuring they are shared to the correct email.
- Counter-checking customer details in the conversion agreement and inspection authorization forms. The forms should be correctly filled out by the customer.
- In charge of recording data in the daily activation excel and total converted data.
- In charge of handover to customers after conversion (Slot 1).
Shift C
- Management of Freshdesk tickets to ensure all tickets are resolved on time and a list send to call Centre to close the tickets.
- Manage the customer experience WhatsApp inboxes and updates and ensure all tickets are raised and resolved.
- Implementation, review, and evaluation of customer experience processes.
- Work hand in hand with the social media management team to ensure all customer inquiries and requests are addressed and tickets raised are resolved.
- Supervise customer experience attendants/front desk attendants ensuring reports are correct and duly updated and SOPs and structures are followed.
- Monitor inspection and conversion schedules.
- Managing and identifying areas of growth within the customer experience across all touchpoints.
- Establish communication mediums through which customers can readily contact a company and vice versa.
- Monitor the activities of the customer service team to ensure compliance with acceptable standards of customer service.
- Perform any other duty(ies) as will be assigned from time to time by the supervisor or management.
