AT Ghana Careers: AT Ghana is looking for a CX Operations Support Executive to provide necessary support for the CX department.
Job Summary
- The successful candidate will join as a CX Operations Support Executive in the Customer Experience Department. (S)He will report to the Customer Experience Director.
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Key Responsibilities
Working closely with the Customer Experience Director to provide adequate support to the CX department to achieve key deliverables.
People
Assist in all action plans that will enhance team engagement and provide a healthy and conducive environment that allows for team development.
Process
- Responsible for ensuring efficient day to day administrative operations in the Customer experience department.
- Responsible for processing all distributor and CX related commissions.
- Raising of PRs, invoices and other Customer Experience service and payment related activities.
- Coordinate all CX related activities to achieve customer experience deliverables, standards, processes, service levels and compliance.
- Responsible for influencing an enhanced customer experience across all CX channels.Ensure weekly Performance reviews with Partner Team Leads and Supervisors.
- Monitor and Track Experience performance to ensure good ratings on T-NPS and CES.
- Monitor and track all facility challenges in the customer experience space.
- Follow up on all customer issues escalated to other units (MFS, Technical Support, Revenue Assurance, etc.) for timely closure to enhance customer experience.
- Work with MFS, Technical, Sales Operations and BPO Partner to improve L2 and L3 escalations.
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Qualification Required & Experience
- Bachelor’s degree from a recognized institution
- 2-3 years of experience within the customer experience environment.
CORE COMPETENCIES
- Excellent knowledge in Contact Center and Retail operations management
- Excellent analytical and problem-solving skills
- Excellent planning skills
- Excellent organizational skills
- Excellent interpersonal skills
- Culture sensitivity
Location: Accra
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How To Apply: CX Operations Support Executive
Interested and qualified applicants should send their Applications & Curriculum Vitae to: Recruitment@at.com.gh
Kindly indicate the role you are applying for in the email subject.
Closing Date: 28 June, 2024
