Summary
Date Posted: Tuesday, November 05, 2019 , Base Salary: Not Disclosed

JOB DETAILS:
SWVL is the leading high technology company on the mass transportation market. We are a fast growing data driven company which is disrupting the public transportation market in Egypt (and abroad) making people’s lives better in their daily basis. The Customer Experience Specialist is responsible for shaping the experience of customers who interact with SWVL’s transportation platform across all touchpoints; delivering an excellent experience for every interaction we have and doing this in the most efficient and lean way possible. .

  Job Responsibilities:
• Represent the customer’s voice.
• Streamline processes and apply best practices and ensure that there is the right balance between localization and centralization.
• Cascade critical business updates from Central Team to the local team
• Identify and prioritize customer feedback, potential opportunities, and drive change in the needed areas, working closely with cross-functional stakeholders.
• Manage local customer excellence programs and processes intended to help the organization understand, analyze and create a positive customer and captain experience at every touchpoint.
• Maintain customer relations by reaching out to anyone who has a complaint and making sure that each issue is solved
• Compile and analyse trends in customer complaints and elevating them to the stakeholders who can fix the issues

Job Skills: Not Specified

Job Qualifications:
• 2- 3 years’ experience in a customer-centric environment in the services industry.
• Fluent in Swahili and English both oral and written.
• Excellent communication, presentation and interpersonal skills with great customer relationship management
• Empathy and passion for customer experience excellence.
• Know-how and experience dealing with different systems and modalities of support and communication.
• Proven track record of customer experience and operational achievement of pre-defined global KPIs such as CSAT, NPS, Contact Rate and other efficiency and effectiveness KPIs that directly impact growth through retention of customers.

Job Education Requirements: Not Specified
Job Experience Requirements: Not Specified

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Job application procedure
  https://apply.workable.com/swvl/j/500BD30FBE/
click here to apply

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