Customer Experience and Recovery Specialist at Access Bank

Reports to:

Senior Manager Customer Experience

Service Recovery:

• Initiate and lead service recovery efforts to resolve customer issues, ensuring a positive resolution and maintaining customer satisfaction.
• Monitor Customer satisfaction trends and feedback and ensure business is provided with insights for remedial actions.

Customer Interaction Management

• Assess the handling of customer interactions through various channels, including phone, email, and live chat, ensure timely and empathetic responses are provided to customer inquiries and concerns.
• Review Contact centre performance monthly, measuring performance against key KPI’s and provide a report to business on findings.

Root Cause Analysis

• Conduct thorough monthly analyses of customer complaints and feedback to identify underlying issues, collaborating with relevant for departments to address and rectify recurring problems.
• Review Monthly CSAT, Conduct Monthly Quality Assurance testing on contact centre calls to identify areas of improvement.

Process and Product Improvement

• Work closely with cross-functional teams to identify opportunities for process and product improvement and contribute to the development of customer-centric strategies.
• Conduct quarterly digital platform testing to address issues and opportunity for improvement.

Business Planning/Decision Making

• Regularly review and adapt the business plan to align with changing market conditions and internal dynamics.

Requirements

Academic Knowledge:

• Bachelor's degree in Business, Customer Service, or a related field.
• Certification in Customer Service or related field is a plus.

Work Experience:

• Minimum of 3 year's related experience in Total Quality Management; at least 5 years experience in a Bank/Financial Institution