Customer Experience Executive Job Opportunity at Betika – Uganda

About Betika

Job Summary

Key Responsibilities

• Handle inbound and outbound customer interactions through assigned communication channels.
• Respond to customer questions, requests, and complaints professionally.
• Provide accurate information about Betika products and services.
• Ensure customers receive timely and effective support.
• Maintain a positive customer experience throughout all engagements.

• Identify complex customer issues and escalate them to Contact Center Team Leaders or Back Office teams.
• Follow up on unresolved cases until successful resolution.
• Ensure customer concerns are handled within required timelines.
• Maintain proper records of customer complaints and resolutions.

• Educate customers about Betika products, features, and services.
• Promote suitable products through upselling and cross-selling opportunities.
• Provide guidance to customers on platform usage.
• Support customer retention through proactive engagement.

• Record customer interactions, contact details, and relevant information in CRM systems.
• Update customer accounts where authorized and applicable.
• Ensure accuracy and confidentiality of customer information.
• Maintain complete customer engagement records.

• Provide feedback on customer needs and challenges.
• Participate in system reviews and process improvement initiatives.
• Support product development discussions by providing customer insights.
• Recommend improvements to enhance customer satisfaction and service delivery.

Key Performance Indicators (KPIs)

• Number of customer interactions handled daily.
• Quality of customer engagements.
• Response time across assigned channels.
• Customer satisfaction levels.
• Accuracy of customer records.
• Achievement of performance targets.
• Compliance with work schedules and service standards.
• Contribution to customer experience improvements.

Required Qualifications

• Diploma or Undergraduate Degree from a recognized university or institution.

Experience Requirements

• Experience in customer service, call centre operations, contact centre support, or a related field.
• Previous experience in a call centre environment is an added advantage.
• Experience handling customer queries through digital platforms is desirable.

Required Skills and Competencies

• Excellent verbal and written communication skills.
• Ability to communicate clearly with different types of customers.
• Strong customer engagement skills.

• Active listening abilities.
• Patience and empathy when handling customers.
• Ability to understand and respond to customer needs.
• Strong problem-solving skills.

• Proficiency in Microsoft Office applications.
• Ability to use CRM systems and customer support platforms.
• Ability to learn and adapt to new technologies.

• Attention to detail.
• Ability to multitask.
• Flexibility to work different shifts.
• Strong teamwork skills.
• Accountability and integrity.
• Ability to adapt to changing environments.
• Positive attitude and customer-focused mindset.

Why Join Betika?

• Customer experience management.
• Digital customer support.
• CRM systems.
• Online platforms.
• Sales and customer engagement.

How to Prepare Your CV for Customer Experience Executive Job

• Customer service experience.
• Call centre or contact centre experience.
• Complaint handling skills.
• CRM system experience.
• Communication abilities.
• Sales and upselling experience.
• Problem-solving skills.
• Microsoft Office proficiency.
• Experience working in digital platforms.
• Ability to work under pressure and meet targets.

Cover Letter Tips

• Explain your interest in joining Betika.
• Highlight your customer service experience.
• Demonstrate your communication and problem-solving abilities.
• Mention experience handling customer complaints.
• Show ability to work in a target-driven environment.
• Highlight your ability to deliver excellent customer experiences.

Interview Preparation Tips

• Previous customer service experience.
• Handling difficult customers.
• Examples of solving customer problems.
• Experience using CRM systems.
• Working under pressure.
• Meeting customer service targets.
• Communication techniques.
• Teamwork and collaboration.
• Handling multiple customer requests.
• Ability to work shifts.

How to Apply

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