Job Role
The Customer Experience Intern will provide administrative and operational support to customer experience initiatives aimed at increasing customer acquisition, engagement, repeat purchases and sales. The role will support the bulk customer programme, customer enquiries and comments, customer service calls, social media pages and customer WhatsApp groups, and internal customer activations.
Key Responsibilities & Critical Success Measures
- Support bulk card printing, customer onboarding, record management, dispatch and follow-ups, ensuring cards and customer records are processed accurately and on time.
- Support responses to customer comments, messages, surveys and enquiries across digital platforms, including social media pages and customer WhatsApp groups, ensuring timely responses and escalation.
- Assist with customer service calls, accurately recording enquiries, complaints and feedback and escalating complex matters promptly.
- Support customer experience activations through preparation, administration, customer engagement and feedback collection.
- Maintain customer databases, trackers and basic activity reports, ensuring information is accurate, organised and submitted within agreed timelines.
Functional Competencies Functional Competencies
- Customer service and customer relationship support.
- Administrative coordination and accurate record management.
- Customer comment, message and enquiry management.
- Basic data entry, tracking and reporting.
- Professional telephone, written and face-to-face communication.
Personal Characteristics
- Customer-focused, friendly and professional.
- Organised, reliable and attentive to detail.
- Proactive, adaptable and willing to learn.
- Patient and calm when handling customer enquiries or complaints.
- Able to work independently, within a team and on repetitive or high- volume tasks.
knowledge, Skills and Experience
- Diploma or bachelor’s degree in marketing, Business Administration, Communications, Customer Service or a related field, completed or in progress.
- Basic understanding of customer service, sales support and professional communication.
- Comfortable using Facebook, WhatsApp and other customer communication platforms.
- Working knowledge of Microsoft Word, Excel, Outlook and basic reporting tools.
- Strong verbal and written English; ability to communicate in additional Zambian local languages is a requirement.
Personal Characteristic
Note: Apply by attaching One Document which should have your cover letter, CV, Relevant qualification, Grade 12, NRC, Essential Certificates and any other qualifications that may be relevant to this role.
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