Customer Insights Officer

15 hours ago

Nairobi, Nairobi Area, Kenya Watu Full time

Position Title: Customer Insights Officer - Simu (Internal Only)

Reporting to:  Customer Insights Manager
Department: Customer Engagement

What you will do:

Technical support: Provide technical support to the Simu customers for quick issue resolutionInformation and education: Provide knowledge and education to Simu customers on basic self-service procedures for phone unlocking and other functions.Escalated issue resolution: Resolve Simu customer complaints, issues or inquiries that require specialized attention due to their complexity or severity. Analyze the root cause of escalated problems and work diligently to find effective solutions.Quality Assurance: Perform quality and product knowledge checks on Customer care calls, through sampling of the calls.Quality analysis and reporting: Prepare reports on the quality and resolution of Watu Simu challenges from the customer care phone calls and customer-facing (retail and SMP) teams.Issue Resolution: Prompt and accurate resolution of customer issues and complaintsCustomer Satisfaction: Focus on delivering exceptional customer experiences and ensuring customer satisfaction. Aim to turn satisfied customers into loyal advocates for Watu.Data Entry: Record relevant details of escalated issues, including the nature of the inquiry or issue, actions taken, and resolutions offered.Documentation: Maintain comprehensive records of escalated cases, including the details of the issue, actions taken and resolutions offered.Cross-functional collaboration: Collaborate with various departments such as Customer Service and Retail to incorporate the relevant Simu processes.Feedback loop: Provide relevant feedback to cross-functional teams and departments on recurring issues or areas requiring improvement to resolve customer issues and prevent recurrence.And any other assigned duties

KPIs:

The number of escalated phone-related challenges.Achievement of first-day resolution on calls made to Watu Simu customers.Education provided to Simu clients on the resolution of basic Simu challenges.Reports on the Customer care calls listened to for quality checks.Delivery of feedback on customer complaints from the customer-facing team against set timelines.

What we are looking for:

At least 2 years experience in customer care.Demonstrable knowledge of mobile phones, accessories, and software.Technical Proficiency and familiarity with process management software, data analysis tools, and other relevant technology.Passionate about our mission to empower entrepreneurs.Ability to troubleshoot technical issues and a great problem solver.Excellent communication skills.Passionate about our mission to empower entrepreneursEthical, compliant, and professional.

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