Telecom Customer Experience Specialist

Role

We are looking for an enthusiastic and dedicated customer experience specialist to enhance our customer experiences at Myrepublic. You will be tracking all points of customer engagement and will be the point of contact for local Customer service support requirements ,addressing customer queries, and identifying ways to improve our customer services. It is a hands on delivery and customer support focused position with engagement responsibilities across all departments.

To ensure success as a customer experience specialist, you should exhibit in-depth knowledge of customer engagement channels and experience in a similar industry of Telecommunication.

We know you’ll fit in great with us if you have:

• A tertiary qualification in business, marketing, commerce, strategy, operations in a related field preferred.
• You will have exceptional knowledge and experience in customer service delivery of atleast 3 years in a service organization and experience in Telco Operations and/or Technical Help Desk, preferably in leadership roles. A similar middle manager role focused on customer experience management with supporting experience in either process improvement or quality management.
• You will have an understanding of the Telecommunications industry and market, with the ability to predict customer needs, quality trends, regulatory action and standards.
• You will be comfortable discussing and understanding the standard set of common customer experience, customer service, online and billing related KPIs and how they are calculated at a management level.
• You have strong communications skills, speaking highly fluent English. You are energetic and bright. You can facilitate an effective meeting or feedback session and can motivate a team of people to perform to a high standard. You can be clear and assertive when necessary and have no issues giving constructive feedback.
• Extensive experience in gathering and interpreting customer experience information and good to have an experience using Zendesk, Live Chat, Explore, or any other customer support/ticketing system
• Good to have an experience using Camtasia or other video editing and experience with Conversational AI / Chatbots and/or Digital Assistants, including having developed a Chatbot or similar Digital Assistant and it will be great if you will have a good working knowledge and training on IP networks.

How you will contribute to Myrepublic Success :

1)Operational Improvement

• Continual review of Operational Processes and Procedures and key contributor for delivering Transformational change across all of the MyRepublic operations
• Locally support all operational change initiatives
• Manage change through process delivery
• Document and map existing and new process requirements
• Help develop, design and implement process improvement and operational delivery working directly with operational leads
• Work with ops leads to continue to refine and develop reports and use cases
• Work with operational leads to deliver improved agent processes
• Systematic improvement of Processes and Procedures

2) Customer Service

• Ensure all use cases are met on a day to day operational basis.
• Support local customer enquiries and provide front line support where required
• Engage with customers either face to face, over the phone or via digital channels to resolve queries
• Act as a local point of contact for customer service escalations
• Ensure all use cases are ran successfully
• Document and map existing and new process requirements
• Document business processes and procedures, including chatbot flows

3)Customer Engagement

• You will be key contributor for the MyRepublic Customer engagement and feedback program
• Run existing surveys, ensuring appropriate customer contact
• Work with operational leads to develop root cause analysis of insights
• Ensure customer feedback results with real action, developing recommendations and initiatives
• Work with ops leads to provide feedback, set targets and improvement plans
• Document and map existing and new process requirements

4)Customer Experience Delivery

• You will be leading key customer experience initiatives and aligning operational processes and procedures across all MyRepublic regions
• Design, scope and deliver process alignment across all MyRepublic regions
• Investigate and implement operational best practice across all MyRepublic region
• Ensure alignment and standardisation across in operational tools, reports, and customer facing self service abilities

5. Chatbot Delivery

• Design, scope and deliver chatbot improvements
• Document and map existing and new chatbot flows
• Work with ops leads and other stakeholders develop new chatbot use cases
• Analyse data sets to uncover opportunities for new chatbot use cases

What we offer in return:

● Amazing colleagues and culture that encourages you to do your best work while staying authentic and work rhythm that suits you and your team. We focus on outcomes and believe that you can deliver your best work, working anywhere, anytime.

● Amazing colleagues and culture that encourages you to do your best work while staying authentic and work rhythm that suits you and your team. We focus on outcomes and believe that you can deliver your best work, working anywhere, anytime.

● Wellness first. We believe that wellness goes beyond team celebrations and birthday parties.

Our holistic approach to wellness gives you opportunities to recharge, connect and explore, at and outside work. In addition to the standard leave entitlements, we offer:

o 1 day of wellness leave every quarter for you to take for your health and wellbeing, and explore your personal passions.

o 20 days to work from anywhere each year, allowing you more flexibility to explore and connect with your interests while delivering work you will be proud about.