1. Job Title: Customer Experience Specialist
We are looking for a proactive and customer-focused Customer Experience Specialist to support the delivery of exceptional service across all customer touchpoints. This role is responsible for optimizing customer journeys, resolving escalated issues, and driving continuous improvement in service delivery.
Responsibilities:
1. Customer Advocacy
- Implement service workflows and policies to ensure optimal customer experience.
- Monitor customer service activities for compliance with quality standards.
- Design and optimize customer journeys across channels.
- Document technical issues, compliments, and complaints.
- Track and report key metrics: CSAT (≥80), NPS (≥69), CES (≥80).
- Promote customer education and self-service adoption.
2. Customer Experience Operations Management
- Organize training programs for customer experience representatives.
- Resolve complex or sensitive customer interactions escalated by frontline teams.
- Support innovation and quality improvement initiatives.
- Assist in agent development to personalize customer interactions.
3. Customer and Stakeholder Management
- Draft and review customer communications and scripts.
- Share performance metrics and quality scores with the team.
4. Customer Engagement
- Conduct routine customer satisfaction calls.
- Address complaints and coordinate with departments to resolve issues.
- Recommend solutions to improve customer experience.
Candidate Requirements
- Degree in Business, Telecoms, IT, or related field
- 2+ years’ experience in customer experience
- Understanding of customer experience metrics
- Proven knowledge of customer service interactions and reporting
- Excellent written and verbal communication
- Professional judgment and discretion
- Passion for delivering excellent customer experiences
- Customer experience certification
Applications are invited from suitably qualified candidates to fill the roles highlighted above.
Please forward your Application and CV to recruitment.zambia@liquidtelecom.com, clearly indicating the title of the Job applied for, in the subject.
Closing date for all applications is Monday the 20th of October 2025.
