Integrated Corporate Services Limited Vacancy for a Customer Experience Analyst

Integrated Corporate Services Limited is a leading Outsourcing Services provider incorporated in August, 1994. We serve both small and medium sized enterprises as well as large corporate
companies.

Job Title: Customer Experience Analyst

• Customer Relationship Management Provides help and advice to customers on services rendered by the organization Communicates courteously with customers by telephone, email, letter and face to face.
• Coordinates investigations and solve customers problems, which may be complex or long standing problems that have been passed on by Customer Relations Officers.
• Engage managers in discussions and meeting to discuss possible improvements to customer service and satisfaction.
• Customer Experience Strategy Ensure that incoming telephone calls are answered in a professional and timely manner and transferred, where appropriate, to the relevant department.
• Develop and implement a customer service policy for the entire organization; finding ways to measure customer satisfaction and improve services; by monitoring compliance.
• Develop feedback or complaints procedures for the customers use; improve customer service procedures, policies and standards for the organization.
• Customer Experience Management Develop and implement a schedule for assessing the organizations sales and services department; and work together to deliver seamless customer service.
• Work with customer and team members to understand,define,refine the customer segments and develop solutions, based on insight into customer behaviors and propensities.
• Translate solutions into business rules that define how each type of interaction should be handled for each customer and service line.

• A good university first degree in Social Science or related courses. 
• At least 3 to 4 years work experience. 
• Excellent communication skills. 
• Good enunciation and diction is essential. 
• Good supervisory skills