Customer Operations Specialist // SA

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Requirements:

• Tertiary qualification in Operations or Business Administration.
• Minimum of 2 - 5 years in a customer-centric relationship management role.
• Exposure to call centre environment is advantageous.
• Strong relationship management and communication skills.
• People (customer) centric and high level of integrity.
• Effective project management skills and results-oriented.
• Ability to multitask, prioritize, organize, and manage time effectively.
• Self-motivated with strong self-management skills.
• Reporting, analytical, and logical thinking skills.
• Creative, solution-oriented, and able to take initiative.

Responsibilities:

• Proactively drive operational efficiencies of customer experience in line with company standards.
• Identify opportunities for continuous service improvement based on customer feedback.
• Support and train Call Centre Agents on product usage and customer queries.
• Build relationships with internal and partner stakeholders for customer-centric decision making.
• Initiate projects aimed at improving customer experience metrics.
• Observe and report on customer call insights and trends for enhancement of customer experience.
• Manage customer escalations and support queries within SLA.
• Track and report technical incidents affecting customer experience, engaging with technical teams for resolution.
• Assist in managing internal customer support systems.
• Support coordination of new Ecosystem Partners and Financial Service Providers.