Client Experience Manager

Website Unifi Zambia

Making Life Easy

Unifi is a fast-growing consumer lending company operating in Zambia, South Africa, Uganda, and Kenya. Unifi delivers personal lending products through online, mobile phone and branch channels. The company is well supported by strong shareholders and a board of directors with vast experience in entrepreneurship and lending.

This is a new role, created in response to the gap between our clients which we want to close. As companies grow and scale, maintaining strong relationships with customers becomes paramount for sustaining success and driving further growth. You will be tasked with overseeing all aspects of the customer journey, from onboarding in a branch, to their journey on our digital platforms and to ongoing support they receive, to ensure that clients remain satisfied and loyal to the company’s products or services.

They must possess a unique blend of interpersonal, analytical, and strategic skills, combined with a genuine passion for customer success and a commitment to driving tangible business results.The ideal candidate must bring fresh innovative ideas, but also be willing to get hand dirty and implement them. A knowledge of retail operations would be preferable. A healthy spirit of adventure and sense of humour would be helpful.

Responsibilities

Carrying out customer engagements through focus groups
Taking charge of inter-departmental projects that touches the client
Be in touch with what our competitors are doing and how our clients perceive them
Providing process support to all departments
Be super critical of issues that negatively affect client and push to resolve
Designing and implementing customer service standards and guideline to ensure consistent and exceptional service delivery for building customer relations and loyalty
Training and educating staff on customer-centric approaches and best practices to foster a customer focused culture throughout the organisation
Requirements

First Degree in Business or any related field
3-5 years Experience in customer service, customer experience management, or any related field
Proficiency in using customer experience tools and software such as customer feedback management systems, CRM platforms and data analytics software
Excellent communication and presentation skills
MS Office (Excel/pivot table), Word, PowerPoint, Access
Strong negotiation, persuasion, and problem-solving skill
Capacity to translate strategic plans into communication and execution plans
Passion for Africa and willingness to work in the developing world context
Desire to work with innovative independent thinkers who go against the grain in their approach

To apply for this job please visit unifi.erecruit.co.