Customer Experience Administrator

We are seeking a passionate, versatile Customer Experience Administrator to drive appointment scheduling and excellent customer service.
In this role, you will execute duties related to seamless customer experiences and operational efficiency.
You will ensure a smooth customer journey by managing scheduling, handling queries, maintaining data accuracy, and enhancing operations.
This position serves as a key liaison between internal teams, field sales agents, and external contractors to ensure deliverables are met and to improve the overall customer experience.
Key Responsibilities Scheduling & Customer Coordination: Call and schedule client jobs while handling general queries, ensuring that all tasks are completed in alignment with the targets set for job scheduling and customer engagement.
Maintain, and update job card records, and internal trackers.
Ensure efficient scheduling to reduce service delays and optimize resources.
Customer & Stakeholder Engagement: Act as a primary touchpoint for Field Team Tech Leaders, Field Team Controllers/ Field Team Managers, Customer Engagement and Retentions Managers, Spaza Shops, and our Sales Office/ Regional Manager.
Interface with the Customer Engagement Team , and Network Operations Centre when needed.
Liaise with internal, and external field Sales agents to streamline the customer journey.
Data Management & Reporting: Create and manage job cards, client account balances, and sign-ups on internal systems.
Input and maintain accurate client details on internal systems.
Identify operational flaws, propose improvements, and contribute to enhancing overall efficiency.
Customer Service Excellence: Ensure professional telephone etiquette, and uphold internal customer service standards.
Handle customer escalations efficiently, ensuring quick resolution.
Provide insights on customer experience trends to optimize service quality.
  Process Improvement & Compliance: Identify inefficiencies and work towards optimizing processes.
Contribute to the role's evolution over time.
Execute additional duties as assigned by the Field Team Manager or Head of Operations based on business needs.
Requirements Qualifications: Matric (Grade 12).
Certificate/ Diploma in Business Administration, Customer Relationship Management, or a related (preferred).
Additional training in CRM software, scheduling tools, or reporting analytics is advantageous.
Experience: A minimum of 1 to 3 years in customer service, scheduling and administration roles.
Prior experience in telecoms, service delivery, field service management, or technical operations is a plus.
Proven experience in the use of Excel, or Google Sheets to monitor data-driven decision-making.
The ability to communicate clearly and timeously both internally and externally stakeholders.
Effective decision-maker and creative problem-solver.
Skills and Competencies: Scheduling, and Workflow Management – Ensuring efficient appointment setting, and resource allocation.
Customer Experience & Communication – Handling customer queries professionally, and ensuring high satisfaction.
Escalation, and Conflict Resolution – Strong problem-solving skills to handle customer escalations effectively, ensuring quick; and satisfactory resolutions.
Data Analysis, and Reporting – Maintaining accurate client records and generating insights for decision-making.
Problem-Solving & Escalation Management – Addressing service issues quickly, and efficiently.
Customer Experience Management – Deep understanding of customer service principles, ensuring high satisfaction levels; and maintaining brand reputation.
Benefits The opportunity to grow both in your personal and professional capacity.
Free ikeja internet at your home!
(If you are in a coverage area) after successfully passing probation period.
Health insurance and provident fund.
Access to an online wellness platform, providing free and confidential support from licensed therapists.
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