Skills

  • Customer Experience Executive
    10
  • English and Kiswahili
    10

Experience

VALLEN B OFFICIAL

Work experience
  • Attend to customer enquirers; provide appropriate solutions and alternatives in line with SLAs, Interface with other departments to ensure services Customer Expectations have been met/Surpassed.
  • To implement, support and monitor Smart system availability/Use by customers and ensure reliability by Customers.
  • To achieve the full level of use and value derivation of the Smart system to the customer including motivation for full integration into the customer processes and systems
  • Build, Maintain and manage healthy customer relationships and trust through interactive and open communication to enhance customer satisfaction, loyalty and retention as well as enhance Smart brand equity.
  • To monitor customer profitability and engage existing clients to generate more business in line with Smart’s business targets, including up-selling and motivation for timely settlement.
  • To regularly provide essential, agreed and required customer analytics and performance reports to aid in decision making and Smart impact assessment.
  • To consistently engage with Smart customers and relevant stakeholders through meetings, tele-visits and other appropriate forums as may be deemed necessary by the Company.
  • To capture customer requirements, innovations and enhancement needs of Smart solutions and services, document and facilitate feedback back to customer and implementation to realize efficacy.
  • Intricate grasp of customer needs and operations to enable the delivery of effective solutions including initiating model solutions based on customer needs and inquiries.
  • Carry out and participate in user acceptance testing for systems/enhancement intended for deployment as may be deemed relevant by the department.

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