Customer Experience Consultant at Kaelo

Job Description

• The job of a Customer Experience Consultant will be responsible to help identify business values and immerse them successfully into their CX strategies. Every action taken has the goal to improve the end-to-end customer journey.
• The main role of Customer Experience Consultants is to help business create outstanding experiences. Assist in improving conversion rates, foster loyalty, increase brand recognition, and much more.

KEY OUTCOMES

• Ensure the customer journeys are holistic, seamless, and relevant.
• Analyse & ideate, direct & develop and validate & document.
• Analyse & ideate: Day-to-day tasks during the beginning of this phase include reading brand or business strategies, customer analyses, customer trends and case studies. This is to establish a base understanding of the project before creating material for a cross-functional workshop.
• Direct & develop ideate on and research initial ideas to better define, as well as build a strategy around the customer journeys and touchpoints.
• Validate & document Internal or external prototype customer experiences. Documents the customer journey and touchpoints to be either replicated or monitored.
• Analyse, improve and facilitate the creation of customer interactions with a brand or business.
• Customer journeys not only span different online and offline, but also different teams.
• Day-to-day tasks differ depending on the phase, but it involves a lot of collaboration.
• Discover, engage, deliver exceptional customer experience.

Qualifications
SPECIAL REQUIREMENTS

• Passionate about Customer services
• Respectful and patient
• Great communicator
• Effective Facilitator

PERSON DETAILS: WORK EXPERIENCE

• Two (2) years' previous experience as Customer experience consultant, customer services specialist, or related position.
• Medical Insurance and Gap product knowledge.

PREFERRED

EDUCATION: QUALIFICATIONS: ACCREDITATIONS WITH PROFESSIONAL BODY

• Bachelor’s degree in a related field                                                                                                      
• two years of experience implementing strategies to ensure customers are fully satisfied.                                                                                               
• Experience developing customer journey content.                                                                                           
• Customer service experience and strong project management and time management skills                                                                                                           
• Excellent presentation and communication skills                                                

TECHNICAL SKILLS OR KNOWLEDGE

REQUIRED

• Strict adherence to company philosophy/mission statement/sales goals
• Proficient computer skills, Microsoft Office Suite (Word, PowerPoint, Outlook, and Excel), and instructional software
• Experience with technologies and best practices for instructional manuals and teaching platforms
• Strong project management skills with the ability to supervise multiple projects.
• Good interpersonal skills and communication with all levels of management
• Able to multitask, prioritize, and manage time efficiently.
• Excellent leadership, team building, and management skills
• Encouraging to team and staff; able to mentor and lead.
• Excellent verbal and written communication skills
• Able to analyse problems and strategize for better solutions.      

Additional Information

• Accountability
• Action orientated
• Collaborative
• Communication
• Business writing skills
• Manage complexity
• Problem solving skills
• Decision thinking
• Encourages engagement
• Resilient and adaptive
• Resourceful
• Demonstrates self-awareness
• Purpose driven
• Significance and values orientated