Job Description

General Information

Job title:

CUSTOMER EXPERIENCE EXPERT “CEE”

Purpose:

The Customer Experience Expert (CEE) is the custodian of the company’s customer experience. The purpose of this role is to ensure that our customers are at all times placed at the heart of our business. This often means advocating for our customers by reasonably challenging the status quo.
As a CEE, you need to clearly articulate and demonstrate a passion to serve in every interaction with both our external and internal customers, as well as showcase your expertise, skill, intuitive nature and desire to provide extraordinary service during every touchpoint of the customer journey.
World-class service, ability to adapt to change, flexibility, empathy, a cool calm and collected demeanor and patience will ensure you succeed in this role.
This role often demands that the CEE go above and beyond what is traditionally required of them.

Primary duties and responsibilities (KRAs)
 
 
 
 
 
 
 
 
 
Primary duties and responsibilities (KRAs)

Summary of CEE Role
Customer recovery: Gather information, thoroughly investigate, probe, responsibly challenge, clearly communicate with all stakeholders, search for concrete solutions, and apply problem-solving techniques and out-of-the-box thinking.
Customer retention: Make logical and sound recommendations, present flawless feedback, objection handle fairly and with empathy.
Customer experience: Custodian of company’s customer experience, articulate company culture during every touchpoint, responsibly challenge status quo and advocate for our customer, contribute to a frictionless customer eco-system.
Visa Desk: Manage queries related to visa and travel requirements, by researching using reputable sources. Provide the business and internal customers with accurate visa information and clarity around travel regulations.
Crisis management: Assist with ad-hoc tasks assigned in times of crisis. Duties may include managing customer lists, managing internal communication and managing queries.
Development: Ad-hoc duties related to training & development of front end teams. Duties may include; facilitating training sessions, creating content for training material and posting on internal communication platforms, on customer-experience related training.
Customer feedback initiatives: Ad-hoc duties related to Hello Peter, Trustpilot and Social Media. Duties may include; responding on these platforms and managing updates on these platforms. Distributing queries or compliments from these platforms.
After-hours: Duties will include; managing after-hours queries by phone, monitoring and managing urgent customer emails and public platforms after-hours for any urgent customer concerns.
CEE role responsibilities and qualities
Advocate for our customer, take ownership of customer requests and ongoing customer communication.
Engage and collaborate with internal and external stakeholders to ensure a fair, impartial and well-rounded outcome.
Communicate with customers by phone/email and across all public platforms regarding customer’s request and concerns.
Clearly articulate action to be taken, steps to be taken, expected timeframes and deadlines.
Methodical approach to investigations and gathering of information.
Logical and sound problem-solving abilities which need to translate into concrete recommendations.
Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with very high attention to detail and accuracy.
Disciplined time management and organizational skills.
Persuasion skills are required to motivate for fair, impartial outcomes.
Natural intuition – listen for unspoken needs and adapt based on the circumstances within conflict handling.
Seek to empower, educate and make things easier for our customers through an inquisitive and positive disposition.

CEE role requirements
Minimum of 2 years proven experience in a customer recovery role.
Technical aptitude: ability to work in MS office and adapt to CRM tools.
Ability to grasp company tools and systems.
Ability to embrace company One Best Way processes.
Exceptional critical thinking and problem-solving skills
Experience in an inbound call centre or direct customer relations is vital.
Effective communication skills (written/verbal).
Ability to thrive in a fast-paced and ever-changing environment.
Ability to work within time constraints and in high pressure environments.
Strong demonstration of emotional intelligence and self-awareness.
Self-development via internal or external opportunities.
Meticulous attention to detail.
 
 

Hierarchy:

Reports to Customer Experience Team Leader

Key communication and relationships:

Internal: CX Team, Area Leaders, Team Leaders, Support Teams, Retail brand, Retail GM and senior stakeholders, other business leaders.
External: Customers, suppliers, regulatory bodies.
 

Job Requirements

Education and qualification:

Minimum requirements

Added advantage

Matric or equivalent.

Tertiary qualification.

Experience:

South African citizen / relevant working visa
3 years customer recovery role
Customer service experience compulsory (minimum 2 years)
Travel experience advantageous
 

zOther:

Location:

Johannesburg Head Office (Northcliff)

Travelling:

Determined by business needs

Office hours:

Determined by business needs

Additional:

After hours functions

 

Functional / job-related

Competency

Proficiency required

Basic

Intermediate

Advanced

Computer literacy

1

2

3

Time management

1

2

3

Team work

1

2

3

Self-development

1

2

3

Independent work

1

2

3

 

Other / soft skills

Competency

Proficiency required

Basic

Intermediate

Advanced

Written communication skills

1

2

3

Verbal communication skills

1

2

3

Flexible / adaptable

1

2

3

Persistence and persuasion skills

1

2

3

Self-motivated

1

2

3

Discipline and follow through

1

2

3

Problem solving ability

1

2

3

Ability to work in a fast paced environment

1

2

3

Collaboration

1

2

3

Conflict resolution

1

2

3

Ability to work in a stressful environment

1

2

3