Connecting Africans to Opportunities
Your mission is to join the Customer Experience (CX) team in delivering exceptional service to our customers through multiple channels that would boost users' confidence in the brand and influence business efficiency and productivity.
Reporting to Head, Operations & Experience
Direct Reports None
You’ll be part of a team working to solve client inquiries in a timely and effective manner and hitting the NPS goals.
Assume the voice of our clients to communicate goals and issues with senior leadership within the company.
Focus on how to scale BrighterMonday's support processes (e.g. customer onboarding education, product training) and create playbooks to continually increase efficiency and effectiveness.
Proactively develop medium/longer-term initiatives that anticipate customers' needs, and innovate on new ways to improve customer satisfaction.
Work with key stakeholders to solve customer problems and improve experiences.
Collaborate with other departments to find solutions to customer pain points.
Create reports to update the Head of Operations and Experience and other stakeholders on progress.
Key Skills & Competencies
BSC in Social Science or a related field
Has 3+ years’ experience in a customer service role with demonstrated experience providing outstanding customer support in a high-volume environment, with phone and email support experience.
Data-driven with a strategic mindset
Excellent people management and problem-solving skills
Enjoys implementing new processes that make other people’s lives easier.
High attention to detail and willingness to get in the weeds to fix a problem
Experience with at least one, modern CRM
Approaches work with a collaborative mindset and possess great interpersonal skills.
Self-development skills to keep-up-to-date with fast-changing trends
Professional approach to time, costs, and deadlines.