MSC recrute pour le compte de son client:
Job Title: Customer Experience Manager
Organization: Telecom
Workplace: Kinshasa
Effective: 1
Deadline: 10 February 2022
1.Introduction
The job profile provides information to be used in a wide range of Human Resource decisions such as job evaluation, recruitment and selection, performance management, succession management and training and development.
Field
Detail
Job Title
Customer Experience Manager
Department and Location
Customer Service, DRC
Incumbent Supervisor (Second Level)
Incumbent Supervisor (First Level)
Head Customer Experience
Subordinate (1st Level)
Customer Service Supervisor
Subordinates (2nd Level)
Customer Service Representative
2.Performance Criteria
Main Purpose
The Customer Experience Manager (CX Manager) is responsible for the achievement of clearly defined customer experience and customer service standards by ensuring that targeted customer contact points have the necessary competencies, processes, agents, tools and other resources to achieve set standards. The CX Manager is responsible for assuring the best customer experience through the entire customer journey at THE COMPANY .
1 - Key Performance AREA (Objective): Weight: 50%
Customer Experience Manager – Customer Touch Points
Key Performance INDICATORS
Performance Standards/Targets
To manage the Customer Contact Centre operations effectively and efficiently and to achieve all prescribed operational objectives and targets.
Weekly
Call Answer Rate
First Contact Resolution
Ticket Resolution
Develops online touch points, portals, and social media customer service support, including THE COMPANY Portal/websites, self-service portals, and social media communications
Develops effective and easily accessible touch points; assures key services KPI’s such as requests handled, wait times, first-time fixed, walk-out working levels.
Follows the customer journey (FTTx, Enterprise, Retail/LTE, etc.), from onboarding, service delivery, effective and beneficial use, upgrading, monthly/continual renewal, support follow-up, anti-churn, loyalty development, services retirement.
Number of connections/services delivered; delivery time, number of renewals; upgrades, requests handled; average handling time; churn by segment/product
Develops a set of CX KPI’s for each product line and for respective customer journeys. KPI’s must meet THE COMPANY Group targets, best practices and in line with THE COMPANY ’s strategy and business objectives.
KPI’s TBD
Recommend and implement quantitative and quathe Company active structured performance review procedures to ensure alignment to set targets.
Monthly
Performance Reviews – Written & Calls
Carries out evaluation of staff, identifies performance strengths and deficiencies, and arranges for necessary action. Assures proper attendance, sufficient agents to serve customers, and quathe the Company of customer services.
Ongoing
Gather, interpret, and report on all service center and contact touch points statistics relating to manpower & service gaps for assessment by HOD.
Monthly
Sources;
Trouble Ticketing
Billing
Web Portal Stats
Internal Scoreboards
ServiceNow
Installation systems (TBD)
Ensures training of agents, to ensure an effective workforce and cultivate the ability the Company to analyze and interpret customer requirements, in order to accomplish first contact resolution.
Weekly
Implement and manage designed processes and procedures for coaching and continuous development through mentorship. Processes developed for each step in the customer journey.
Monthly
Identify and document career advancement opportunities and career paths within the contact centre/service centres.
Quarterly
Define system requirements to support business & customer service processes. Assures training for the tools, availability the Company of the tools and proper functioning, and evolution, together with the IT department
As required
2 - Key Performance AREA (Objective): Weight: 30%
CUSTOMER EXPERIENCE SUPPORT
Key Performance INDICATORS
Performance Standards/Targets
Support and promote the set Service Excellence Culture plan within Retail and Enterprise support centres for each THE COMPANY product line.
Monthly
Customer Service Workflows and Manuals
Implement processes that will ensure that customer service operations are aligned to customers’ needs and best experience.
Quarterly
Customer Complaints Procedures
Downtime Process
Vision & Mission statement
Research and report on customer complaints across all platforms and share with HOD for gap identification, documented resolution, key learning outcomes to prevent similar occurrences. Work with sales, technical and IT teams to resolve all complaints. Regularly compile a list of top issues and service requests to be resolved by the COMPANY departments and stakeholders.
As required
Customer Incident Reports
Identify opportunities for customer education to enhance service delivery and reduce customer effort. Identify service upgrades that can enhance the customer journey and improve loyalty, minimize churn.
Quarterly
Customer Knowledge base and Infomercials
3 - Key Performance AREA Weight: 10%
CUSTOMER COMMUNICATION
Key Performance INDICATORS
Performance Standards/Targets
Provide timeous and effective information to feed into communication for internal and external customers to minimise customer frustrations. Develop and use all channels to the customers.
As Required
Oversee Integrate Voice Response, website and social media communication related to CX experience, services experience. Notify customers of any down time, service changes, enhancements, and improvements.
As required
4 - Key Performance AREA - Weight:10%
CUSTOMER ENGAGEMENT
Key Performance INDICATORS
Performance Standards/Targets
Carry out routine calls to passive customers to ensure satisfaction. Work with NPS processes and scores to identify improvement opportunities. Assure a high NPS in all THE COMPANY product lines and customer segments.
Daily/monthly/quarterly
NPS targets.
Routine visits to customers based on high value customer matrix.
Monthly
3 Key Decisions and Accountability the Company
Key Decisions:
Decides on contact centres operational functionary the Company, staffing and service levels to ensure they are efficient.
Decides on which contact centre workforce management tools to recommend.
Decides and implements appropriate service tools; assures training and effective use.
Accountable for:
Driving the customer service SLAs, NPS within the customer service teams.
Overseeing the applicable training of contact centre agents to ensure an effective workforce.
Interdepartmental collaboration to ensure a seamless customer experience; resolve problems and improve services.
4Job Requirements
Qualifications
Formal Qualifications Required
Essential / Desirable
University Degree in Business /Technology
Essential
A certificate in Call Centre Management
Desirable
Experience
Job Related Experience Required
Time Span
Essential / Desirable
Practical experience in the Customer Service/Contact Centre environment.
7 years
Essential
Technical and professional knowledge commensurate with the job
3 years
Essential
Knowledge Areas
Job Related Knowledge Required
Essential / Desirable
Have proven knowledge of customer service interactions and report generation
Essential
Proven leadership experience to manage Customer Service Support and Customer Service Centre.
Essential
Knowledge of performance evaluation and customer service metrics
Essential
Skills
Job Related Skills Required
Essential / Desirable
A thorough working knowledge of contact centre technologies and their interface.
Customer Handling Skills; Negotiating Skills; ‘Dealing with Difficult Customers’ training
Team leadership and management skills; team motivation experience.
Strong organizational development skills
Quantitative analysis skills; problem solving skills
Process development experience/skills
Essential
Span of control
Supervision / Coordination of People and Work
Current number of jobs
TBC
Number of people
TBC
Outsourced
TBC
Apply: [email protected]
NB: Only selected candidates will be contracted for the next step,
