Customer Experience Associate

  • Accra, Greater Accra
  • Full-time
  • Service Ops - Customer Experience
  • bim-80245

The Customer Experience Associate will be working directly with the customer experience officer in conducting Quality Assurance (QA) on BIMA Doctor Lab referrals and Quality Checks (QC) on sampled BIMA Doctor.

RESPONSIBILITIES

Specific responsibilities include:

The Customer Experience Agent (QC and Lab referral QA) will report to the Customer Experience Officer and shall perform the following duties:

 Call customers through the BIMA call center and run - Quality Checks on customer satisfaction after a BIMA Doctor for consultation. - Quality Assurance checks on customer lab attendance and satisfaction with the process

 Explain objectives and procedures to customers and ask for customer consent

 Interpret/ translate survey questions to help interviewee’s comprehension (when needed)

 Identify and report problems in obtaining valid data and flag inconsistencies in customers responses to the line manager

 Address all customer questions relating to products and re-educate customers on products if needed

 Record all valid data from the and capture information in a report to the line manager

 Capture specific and detail information on customers reason for satisfaction or dissatisfaction.

 Flag customer complaints and suspicion of miss-selling to line manager

THE CANDIDATE

Required Educational Qualification

• Minimum of HND

• Must have completed National Service Personal Specifications

• Excellent listening and verbal communication skills

• Passion for customer service and research, quality focus and problem solving

• Fluent in English and Twi - another local Ghanaian language is a plus

• Ability to work on shift basis, available every second Saturday of the month

• Very organized and in-depth administrative skills

• Hard-working, energetic, dedicated and great at attention to detail

• Ability to multi task in a fast-paced environment

• Strong team player and professional

• Intermediate in Microsoft office suite (especially Word, Excel, PowerPoint)