Customer Experience Specialist

• Manage Hotline Operations and ensure targets are achieved;
• Ensure Customers are satisfied with the provided services;
• Identify issues, close loop and give feedback to the customer and convert them into “Satisfied Customers”;
• Strengthened the relationship between the company and the B-to-B Clients on a regular basis;
• Analyze dissatisfaction cases to identify root causes and resolve issues to improve satisfaction outcomes in Central Africa;
• Guide and complete the implementation of service processes such as receiving the devices and return the devices, and be responsible for the satisfaction of reception services;
• Coordinate the evaluation of Carlcare Services on the Application;
• Follow up the work of trainers and regularly verify the quality of training provided to service center/hotline staff on our products and services;
• Monitor the completion of the trainer's weekly and monthly plans, showing trends of improvement;
• Complete other tasks assigned by Central Africa Regin Manager or HQ-User Experience Dept. on time.

• Should have a Bachelor Degree in Business Administration, in Management, in Communication or any related area
• At least 3 years of experience in managing Customer’s Experience;
• Knowledge on Customer satisfaction Management;

• Open minded, smart, and responsible Person,
• Ability to solve new problem;
• Good communication skills;
• Fluent in English (written and spoken);
• A dynamic person;
• Organization, rigor, ability to work under pressure.

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