CUSTOMER EXPERIENCE ADMINISTRATOR – OLD MUTUAL NAMIBIA

Responsibilities:
Extracts data from various internal and external sources,
Codes, tests and implements query programs,
Develops business reports to support ad-hoc and repetitive MIS requirements,
Performing of data quality tests on data sources,
Manage customer reports, data reports, complaints handling reports, customer awareness campaigns,
Meets with internal clients, understands their business requirements, analyses data support requirements and directs data analysis and reporting,
Presents final results to stakeholders,
Coordinates data extractions and input to customer experience management where integrated data sets are required,
Training of an organization’s customer Service champions,
Rolls out OMNAM’s corporate customer strategy and ensures implementation along with the Customer Experience Manager,
Define and implement standards/procedures for ensuring optimal customer experience,
Conduct surveys to gather information on customer opinion of rendered services,
Utilize social media platforms in reaching out to customers to help resolve issues and provide quick response to inquiries,
Establish communication mediums through which customers can readily contact a company and vice versa.
Monitor the activities of the organization to ensure compliance with acceptable standards of customer experience,
Conduct studies and research to discover new techniques necessary for improving customer experience,
Oversee the merchandising and brand compliance of the organizations branches; and
Utilize customer relationship management (CRM) tools in coordinating and monitoring customer experience operations.

Experience and Qualifications:
Namibian Citizen,
Bachelor’s Degree in Data Sciences/Informatics/Statistics/Marketing,
Minimum of 5 years in data analysing, customer experience or program coordinating duties,
At least 5 years marketing or customer strategy experience in a marketing, operations; distribution or finance environment,
The ability to analyse, model and interpret data,
An understanding of compliance issues and how a Customer Strategy team works,
Good analytical, interpersonal, organizational and communication skills,
Great report writing and consolidation skills,
Basic project management skills,
Accuracy and detailed orientated,
Persuasiveness Skills,
Energy, drive and enthusiasm.