Client Experience Manager

  • Full Time
  • Lusaka, Zambia
  • 00000 ZMW / Month
  • Applications have closed

Website Unifi Zambia

Making life easy

Unifi is a fast-growing consumer lending company operating in Zambia, South Africa, Uganda, and Kenya. Unifi delivers personal lending products through online, mobile phone and branch channels. The company is well supported by strong shareholders and a board of directors with vast experience in entrepreneurship and lending.

This is a new role, created in response to the gap between our clients which we want to close. As companies grow and scale, maintaining strong relationships with customers becomes paramount for sustaining success and driving further growth. You will be tasked with overseeing all aspects of the customer journey, from onboarding in a branch, to their journey on our digital platforms and to ongoing support they receive, to ensure that clients remain satisfied and loyal to the company’s products or services.

They must possess a unique blend of interpersonal, analytical, and strategic skills, combined with a genuine passion for customer success and a commitment to driving tangible business results.The ideal candidate must bring fresh innovative ideas, but also be willing to get hand dirty and implement them. A knowledge of retail operations would be preferable.  A healthy spirit of adventure and sense of humour would be helpful.

Responsibilities

  • Carrying out customer engagements through focus groups
  • Taking charge of inter-departmental projects that touches the client
  • Be in touch with what our competitors are doing and how our clients perceive them
  • Providing process support to all departments
  • Be super critical of issues that negatively affect client and push to resolve
  • Designing and implementing customer service standards and guideline to ensure consistent and exceptional service delivery for building customer relations and loyalty
  • Training and educating staff on customer-centric approaches and best practices to foster a customer focused culture throughout the organisation

Requirements

  • First Degree in Business or any related field
  • 3-5 years Experience in customer service, customer experience management, or any related field
  • Proficiency in using customer experience tools and software such as customer feedback management systems, CRM platforms and data analytics software
  • Excellent communication and presentation skills
  • MS Office (Excel/pivot table), Word, PowerPoint, Access
  • Strong negotiation, persuasion, and problem-solving skill
  • Capacity to translate strategic plans into communication and execution plans
  • Passion for Africa and willingness to work in the developing world context
  • Desire to work with innovative independent thinkers who go against the grain in their approach

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