Customer Experience Coordinator

PURPOSE OF THE JOB

This role is responsible for assisting in supporting the management functions of contact center operations, including People, Process, Systems, and Reporting.

KEY RESPONSIBILITIES

• Operational Support & Collaboration
• Performance Tracking & Reporting
• Process Improvement & Insights
• Assist in supporting the management functions of contact center operations
• Complaint & Query Management

ROLE REQUIREMENTS

• Grade 12
• Tertiary Qualification (in Business Management or Retail Management) will be an advantage
• Retail Store Experience – Understanding of store operations, challenges, and customer interactions will be an advantage
• Contact centre leadership experience would be an advantage
• Operational Support Experience – Proven experience in managing queries, escalations, and process improvement.
• Customer Service Expertise – Ability to handle customer complaints professionally across different channels.
• Fast-Paced & High-Pressure Adaptability – Strong problem-solving skills and ability to manage multiple tasks simultaneously.
• Data Analysis & Reporting – Ability to generate reports, track trends, and provide meaningful insights.
• Stakeholder Collaboration – Strong communication skills to engage with stores, area managers, and central office teams.
• Proficiency in African Languages – Ability to communicate effectively with customers and staff in multiple African languages to ensure smooth issue resolution and customer satisfaction.
• Competencies: Dutifulness, Performing under pressure, Planning, Adaptability, Creating Support, Listening skills, Service oriented, willingness to travel.