Assistant Level 1 – Customer Experience

To efficiently and effectively managing Cim Finance's inbound and outbound calls, in order to provide consistent and exceptional customer service managing complaints, providing technical and product support as well as conducting quality assurance within the organisation,

Job Purpose:

The Assistant – Customer Experience is responsible for efficiently and effectively managing Cim Finance's inbound and outbound calls, in order to provide consistent and exceptional customer service managing complaints, providing technical and product support as well as conducting quality assurance within the organisation customer touch points.

Key Responsibilities:

• Identify and assist in the implementation of departmental customer service improvement and innovation opportunities.
• Resolve customer service issues or complaints as per Complaints Handling Policy and within set deadline with a view to improve customer experience levels across the organisation.
• Act as the voice of the customer through interactions with peers
• Gather feedback during customer forums and during complaints management with an aim to formulate new service level expectations and aspirations.
• Prepare customer service periodic reports, dashboards and statistics reflecting customer experience measurement.
• Assist the business on embedding the Treating Customers Fairly (TCF) principles across the organization.

Candidate profile:

• Higher School Certificate and/or Degree Holder in any relevant fields
• 2-3 years’ experience in a call center environment will be an advantage
• Customer focus and adaptability to different personality types
• Excellent data capture and keyboard navigation skills
• Excellent customer service skills (including questioning, probing, listening, professional approach, accountability, reporting, matching and closing)
• Excellent written and verbal communication skills (English and French)
• Excellent understanding of Cim Finance products and services
• Ability to use Microsoft Office tools (Excel, Word, PowerPoint)