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Job Summary
Job Title:
Customer Experience Centre Executive
Employer:
Smart Applications International Limited
Location:
Kampala, Uganda
Country:
Contract Type:
Full-time
Job Category:
Information Technology Jobs
Number of Positions:
1
Deadline:
Tuesday, 18 June 2024
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Customer Experience Centre Executive job at Smart Applications International Limited | Apply Now
Kampala, Uganda
Smart Applications International Ltd is a leading technology solutions provider with a mission to simplify access to healthcare and financial services through innovative smart card and biometric systems. Established in 2004, the company has grown steadily, earning a strong reputation across Africa for revolutionizing health insurance administration with secure, efficient, and user-friendly platforms. Known for its professionalism, integrity, and client-centric approach, Smart Applications fosters a collaborative and inclusive work culture that empowers employees through continuous learning, innovation, and impactful work.
The company offers a range of job opportunities across multiple African countries with flexible work arrangements, fostering both personal and professional growth. With operations in over 10 countries and serving millions of users, the company blends innovation with robust technology, enabling seamless healthcare access and data management. Driven by core values of innovation, integrity, accountability, and excellence, Smart Applications is also committed to giving back to the community through CSR initiatives focused on digital literacy, health awareness, and community development. For more information, visit their website at www.smartapplicationsgroup.com.
Are you looking for Information Technology Jobs in Uganda 2024? If yes, then you might be interested in Customer Experience Centre Executive job at Smart Applications International Limited
Full-time
Deadline:
18 Jun 2024
Customer Experience Centre Executive job at Smart Applications International Limited
Smart Applications International Limited
Job Description
Duties, Roles and Responsibilities
Qualifications, Education and Competencies
Smart Applications International (Uganda) Ltd has strategically diversified to providing a robust Healthcare Facility Information Management system in line with our purpose of creating a healthy society of people through easy, fast and secure access to healthcare services.
The role significantly impacts Smart's customer experience, requiring enthusiasm, dedication, and passion for Smart’s solutions, serving as an exemplary figure for customers and colleagues alike. The officer must meticulously handle daily duties, correspondence, and service-related issues, responding effectively to all.
See all details of the qualifications, competencies and education for this role under the "How to Apply" section below.
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Manage and resolve all customers inquiries effectively, professionally, and satisfactory in line with Smart’s brand
To listen to all our stakeholders actively and empathetically as well as follow up customer enquiries on calls or emails where necessary.
To humanize our customer experience and create memorable experiences
To provide and maintain first line call resolution / support; reduce the number of calls transferred.
To acquire knowledge relevant to the current job setting and relevant to the industry we are in.
To actively maintain status updates and requests from customers and ensure follow-up till closure on all calls.
To adequately provide customers with relevant product and service information.
Identifying and escalation / communicating any system downtimes timely to all service providers.
Maintain up-to-date customer and provider contacts for purposes of proper communication.
To collect feedback on Smart system acceptance, service delivery, and assist in conducting CX center satisfaction surveys.
Perform weekly calls to random service providers to ascertain the quality of service received from Smart to enhance brand experience.
Manage and provide timely responses for the 24/7 live chat app for customer inquiries.
To share a daily, weekly, and monthly call center analysis report.
To identify and document all CX Centre problems by preparing a root cause analysis
Record all calls received on the call Centre system for tracking purposes.
Identify innovative processes/solutions and ensure implementation
Offer exceptional brand experiences- for all our existing customers or prospects, across all touchpoints.
Perform other support duties as may be assigned.
SERVICES
COMMERCIAL
SERVICES
INDUSTRIAL
SERVICES
RESIDENTIAL
Bachelor's degree in an ICT or Service-related field.
Skills, Knowledge, and Abilities
Effective communication skills both oral and written
A good understanding of numbers to support analysis
Time keeping
Negotiation skills
Empathy and active listening skills
Speed, Flexibility and Agility
Attitude and Behavior
The Centre has a high impact on Smart’s customers’ experience. The officer should be a champion whose enthusiasm, dedication, passion, and conviction to Smart and Smart’s solutions should be an example to both customers and other Smart officers.
The individual must be able to listen, maintain a very detailed list of daily duties including all problems and correspondence and follow up on all service-related issues and respond to all. Other required characteristics that the officer must possess and demonstrate: -
Professionalism, honesty, and ethical service above board
Confidence and high self esteem
Analytical and inquisitive, with excellent attention to detail
Empathy, welcoming, polite, cheerful, and understanding
Self-Drive and work with speed, Reliable, flexible, and cooperative
Knowledgeable and Smart
Demeanor to please the customer
Interested candidates who meet the criteria above are encouraged to send their application letter and detailed CV to cvs.ug@smartapplicationsgroup.com indicating the position on the subject line.
Smart Applications International Limited is committed to ensuring the security and protection of the personal information that we process, and to provide a compliant and consistent approach to data protection as per the Kenya data protection law of 2019.
By providing us with your data, you hereby agree to Smart’s collection, use and disclosure of your personal information in accordance with its Privacy Policy available at https://smartapplicationsgroup.com/kenya/privacy
