Customer Experience Specialist

Zimworx • Full-time • Lusaka, Lusaka, Zambia • 2w ago

We are seeking a highly responsive, customer-focused, and solutions-oriented Customer Experience Specialist to deliver an exceptional end-to-end experience for customers.

Responsibilities:

Manage inbound customer calls and emails professionally and efficiently.
Aim to provide one-touchpoint resolution wherever possible.
Take ownership of customer inquiries from initial contact through satisfactory resolution.
Understand customer needs and either provide the appropriate solution or connect the customer with the correct internal team member.
Maintain approximately a 40% outbound call ratio to provide proactive customer support.
Contact customers with updates regarding orders, returns, product assistance requests, and other outstanding matters.
Provide responsive confirmations that allow customers to effectively plan for product deliveries.
Provide customers with accurate updates regarding orders, shipments, and expected delivery timelines.
Proactively communicate delays and other changes that could affect customer deliveries.
Offer appropriate solutions such as product substitutions, split shipments, or other available alternatives.
Act as a liaison for customer requests raised by Sales Representatives.
Ensure both the customer and Sales Representative receive appropriate updates throughout the resolution process.
Collaborate with Sales, Quality, Operations, Revenue Cycle Management, and other internal teams to resolve customer needs.

Requirements:

Bachelor's degree in Business Administration, Communications, Marketing, Customer Experience, Healthcare Administration, or a related field is preferred.
At least 2 years of experience in customer service and/or order management.
Experience within the medical device industry is preferred but not required.
Experience handling customer inquiries through both phone and email.
Experience managing customer orders, returns, complaints, or similar service requests is advantageous.
Experience working independently within a fast-paced customer service environment is preferred.