Internal Customer Experience Expert for RSA and UK RSA

General Information

Job title:

CUSTOMER EXPERIENCE EXPERT CEE (RSA and UK)

Purpose:

The Customer Experience Expert (CEE) for RSA and UK is the custodian of the companys customer experience. The purpose of this role is to ensure that our customers are at all times placed at the heart of our business. This often means advocating for our customers by reasonably challenging the status quo.

As a CEE you need to clearly articulate and demonstrate a passion to serve in every interaction with both our external and internal customers as well as showcase your expertise skill intuitive nature and desire to provide extraordinary service during every touchpoint of the customer journey.

World-class service ability to adapt to change flexibility empathy a cool calm and collected demeanor and patience will ensure you succeed in this role.

This role often demands that the CEE go above and beyond what is traditionally required of them.

Primary duties and responsibilities (KRAs)

Summary of CEE Role for RSA and UK

• Customer recovery: Gather information thoroughly investigate probe responsibly challenge clearly communicate with all stakeholders search for concrete solutions and apply problem- solving techniques and out-of-the-box thinking.
• Customer retention: Make logical and sound recommendations present flawless feedback objection handle fairly and with empathy.
• Customer experience: Custodian of companys customer experience articulate company culture during every touchpoint responsibly challenge status quo and advocate for our customer contribute to a frictionless customer eco-system.
• Visa Desk: Manage queries related to visa and travel requirements by researching using reputable sources. Provide the business and internal customers with accurate visa information and

clarity around travel regulations.

Primary duties and responsibilities (KRAs)

• Crisis management: Assist with ad-hoc tasks assigned in times of crisis. Duties may include managing customer lists managing internal communication and managing queries.
• Development: Ad-hoc duties related to training & development of front end teams. Duties may include; facilitating training sessions creating content for training material and posting on internal communication platforms on customer-experience related training.

- Customer feedback initiatives: Ad-hoc duties related to Hello Peter Trustpilot Qualtrics (VOC) and Social Media. Duties may include; responding on these platforms and managing updates on these platforms. Distributing queries or compliments from these platforms.

- After-hours: Duties will include; managing after-hours queries by phone monitoring and managing urgent customer emails and public platforms after-hours for any urgent customer concerns. Duties related to Hello Peter Trustpilot Qualtrics (VOC) and Social Media. Duties may include; responding on these platforms and managing updates on these platforms.

CEE for RSA and UK role responsibilities and qualities

• Advocate for our customer take ownership of customer requests and ongoing customer communication.
• Engage and collaborate with internal and external stakeholders to

ensure a fair impartial and well-rounded outcome.

• Communicate with customers by phone/email and across all public platforms regarding customers request and concerns.
• Clearly articulate action to be taken steps to be taken expected timeframes and deadlines.
• Methodical approach to investigations and gathering of information.
• Logical and sound problem-solving abilities which need to translate into concrete recommendations.
• Strong analytical skills with the ability to collect organize analyze and disseminate significant amounts of information with very high attention to detail and accuracy.
• Disciplined time management and organizational skills.
• Persuasion skills are required to motivate for fair impartial outcomes.
• Natural intuition - listen for unspoken needs and adapt based on

the circumstances within conflict handling.

• Seek to empower educate and make things easier for our customers through an inquisitive and positive disposition.

CEE for RSA and UK role requirements

• Minimum of 3 years proven experience in a customer recovery role.
• Technical aptitude: ability to work in MS office and adapt to CRM tools.
• Ability to grasp company tools and systems.
• Ability to embrace company One Best Way processes.
• Exceptional critical thinking and problem-solving skills
• Experience in an inbound call centre or direct customer relations is vital.
• Effective communication skills (written/verbal).
• Ability to thrive in a fast-paced and ever-changing environment.
• Ability to work within time constraints and in high pressure environments.
• Strong demonstration of emotional intelligence and self-awareness.
• Self-development via internal or external opportunities.
• Meticulous attention to detail.
• Travel Experience or Travel Industry Experience

Hierarchy:

Reports to Customer Experience Team Leader

Key communication and relationships for RSA and UK:

Internal: CX Team Area Leaders Team Leaders Support Teams Retail brand Retail GM and senior stakeholders other business leaders.

External: Customers suppliers regulatory bodies.

Job Requirements

Education and qualification:

Minimum requirements

Added advantage

Matric or equivalent.

Tertiary qualification.

Experience:

• South African citizen
• Customer service experience compulsory (minimum 3 years)
• Travel experience / Travel Industry experience

Other:

Location:

Johannesburg Campus (Randburg)

Travelling:

Determined by business needs

Office hours:

Determined by business needs

Additional:

After hours functions

Functional / job-related

Competency

Proficiency required

Basic

Intermediate

Advanced

Computer literacy

1

2

3

Time management

1

2

3

Team work

1

2

3

Self-development

1

2

3

Independent work

1

2

3

Other / soft skills

Competency

Proficiency required

Basic

Intermediate

Advanced

Written communication skills

1

2

3

Verbal communication skills

1

2

3

Flexible / adaptable

1

2

3

Persistence and persuasion

skills

1

2

3

Self-motivated

1

2

3

Discipline and follow through

1

2

3

Problem solving ability

1

2

3

Ability to work in a fast paced

environment

1

2

3

Collaboration

1

2

3

Conflict resolution

1

2

3

Ability to work in a stressful

environment

1

2

3