Job Recruitment For February At Baobab Microfinance Bank

Reports To: Chief Digital Strategy Officer

Mission

• Tracking customer experiences across online and offline channels, devices, and touchpoints.

Responsibilities

• Collaborating with marketing and sales teams to enhance customer services and brand awareness.
• Aligning customer experience strategies with marketing initiatives. as well as informing customers about new product features and functionalities.
• Be responsible for customer retention strategies by communicating with customers,
• Gathering data related to Digital Channels complaints from customers, escalating and following through and ensuring resolutions at record time.
• Increase customer’s adoption/usage of digital products with customer interaction.
• Be responsible for the cross selling of Digital Products by providing inbound and outbound support for sales campaigns, customer engagement, products branding etc.
• Be responsible for Customer Support relating to digital channels usage by customers.
• Analysing customer feedback on product ranges and new releases, as well as preparing reports.
• Performing product tests, evaluating after-sales and support services, and facilitating improvements.
• Documenting processes and logging technical issues, as well as customer compliments and complaints.
• Keeping informed of industry trends and new CRM technologies.

Required Profile

• A Bachelor’s Degree in Marketing, Communications, Advertising, Business Management or in a related field preferred.
• At least two years experience as a customer experience specialist, or a similar customer support role.
• Male / Female
• Extensive experience in gathering and interpreting customer experience information.
• Solid knowledge of online customer engagement platforms and channels.
• Proficiency in MS Office, as well as CX and CRM software.
• Exceptional interpersonal skills and a client-centred approach.
• Great organizational and time management abilities.
• Superb communication, collaboration, and problem-solving skills.

Reports To: Chief Digital Strategy Officer

Duties and Responsibilities
The selected candidate will support / contribute to:

• Be responsible for handling transaction issue resolutions by Baobab MFB customers, escalating and following through that all transactions are resolved at record time
• Be in charge of the E2E (end to end) process of Baobab Cards delivery to Baobab MFB Branches.
• Be responsible for reporting on specified digital channels used by Baobab customers
• Be responsible for updating workflows and plans for the internal digital transformation process.
• Any other tasks assigned by the supervisor

Required Skills and Experience

• Education: Qualified candidates must have previous qualification from the field of Computer Science or Computer Information Systems or related discipline.
• 1 -2 years working experience
• Male / Female
• Ability to listen, adapt, persuade and transform;
• Ability to make new and useful ideas work;
• Ability to extract, interpret, analyse data and resolve problems;
• Ability to produce deliverables conforming to the required standard;
• Ability to support a team and team building skills;

Competencies:

• Ability to listen, adapt, persuade and transform;
• Ability to make new and useful ideas work;
• Ability to extract, interpret, analyse data and resolve problems;
• Ability to produce deliverables conforming to the required standard;
• Ability to support a team and team building skills.