๐๐จ๐ข๐ง ๐ญ๐ก๐ ๐๐๐ญ๐ฌ๐๐จ ๐๐จ๐ฏ๐๐ฆ๐๐ง๐ญ
We are looking for the following skill: ๐๐ฎ๐ฌ๐ญ๐จ๐ฆ๐๐ซ ๐๐ฑ๐ฉ๐๐ซ๐ข๐๐ง๐๐ ๐๐๐๐
Contract Type: ๐๐๐ซ๐ฆ๐๐ง๐๐ง๐ญ
๐๐๐ข๐ง ๐๐ฎ๐ซ๐ฉ๐จ๐ฌ๐
To lead and champion the customer experience strategy across the organization by overseeing the resolution of customer queries, complaints, and compliments. The role ensures continuous improvement through data-driven insights from customer feedback systems and direct engagement, fostering a culture of customer-centricity and operational excellence.
๐๐จ๐ฌ๐ข๐ญ๐ข๐จ๐ง ๐๐๐ช๐ฎ๐ข๐ซ๐๐ฆ๐๐ง๐ญ๐ฌ
๐๐๐ฎ๐๐๐ญ๐ข๐จ๐ง
Degree in Marketing, Business Administration, Commerce, Management or its equivalent.
๐๐ฑ๐ฉ๐๐ซ๐ข๐๐ง๐๐
3-5 years working experience in a financial Institution with at least 2 yearsโ in customer service and customer experience.
๐๐ง๐จ๐ฐ๐ฅ๐๐๐ ๐
โข In-depth understanding of operational policies, procedures, and service delivery frameworks.
โข Advanced knowledge of Customer Experience Management (CEM) and Customer Relationship Management (CRM) strategies.
โข Familiarity with customer feedback systems, analytics tools, and digital engagement platforms.
โข Strong grasp of risk management principles, especially in relation to customer-facing processes.
โข Knowledge of organizational change management and process re-engineering methodologies.
๐๐ค๐ข๐ฅ๐ฅ๐ฌ
โข Strategic leadership and team management capabilities, with a proven ability to drive customer-centric initiatives.
โข Strong stakeholder engagement and relationship-building skills across internal departments and external partners.
โข Excellent communication and presentation skills, with the ability to influence at all levels.
โข Analytical thinking and problem-solving skills, with a focus on data-driven decision-making.
โข Project management and planning skills, including the ability to manage multiple priorities and deliver results.
โข Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint) and customer experience platforms.
๐๐ซ๐ข๐ญ๐ข๐๐๐ฅ ๐๐๐ฅ๐ข๐ฏ๐๐ซ๐๐๐ฅ๐๐ฌ/๐๐จ๐ซ๐ ๐๐๐๐จ๐ฎ๐ง๐ญ๐๐๐ข๐ฅ๐ข๐ญ๐ข๐๐ฌ ๐๐ง๐ ๐๐๐ฌ๐ฉ๐จ๐ง๐ฌ๐ข๐๐ข๐ฅ๐ข๐ญ๐ข๐๐ฌ
๐๐ญ๐ซ๐๐ญ๐๐ ๐ข๐ ๐๐๐๐๐๐ซ๐ฌ๐ก๐ข๐ฉ
โข Drive the implementation and continuous refinement of the subsidiaryโs customer experience strategy in alignment with corporate objectives.
โข Advocate for customer-centric thinking across all departments and levels of the organization.
๐๐ฎ๐ฌ๐ญ๐จ๐ฆ๐๐ซ ๐๐จ๐ฆ๐ฉ๐ฅ๐๐ข๐ง๐ญ ๐๐๐ง๐๐ ๐๐ฆ๐๐ง๐ญ
โข Oversee the resolution of customer complaints in accordance with the customer care policy and service standards.
โข Monitor complaint trends and escalate systemic issues to relevant stakeholders for strategic intervention.
๐๐๐ง๐๐จ๐ซ ๐๐ง๐ ๐๐๐๐ก๐ง๐จ๐ฅ๐จ๐ ๐ฒ ๐๐ฏ๐๐ซ๐ฌ๐ข๐ ๐ก๐ญ
โข Manage the relationship with vendors providing automated customer feedback solutions, ensuring optimal system performance and value delivery.
โข Lead the evaluation and integration of new technologies to enhance customer experience.
๐๐ซ๐จ๐๐๐ฌ๐ฌ ๐๐ฆ๐ฉ๐ซ๐จ๐ฏ๐๐ฆ๐๐ง๐ญ ๐๐ง๐ ๐๐ง๐ง๐จ๐ฏ๐๐ญ๐ข๐จ๐ง
โข Identify and prioritize opportunities for process and policy improvements based on customer feedback and service analytics.
โข Lead cross-functional teams in process re-engineering initiatives aimed at improving customer satisfaction and operational efficiency.
๐๐ญ๐๐ค๐๐ก๐จ๐ฅ๐๐๐ซ ๐๐จ๐ฅ๐ฅ๐๐๐จ๐ซ๐๐ญ๐ข๐จ๐ง
โข Collaborate with department heads to embed customer experience principles into operational workflows and service delivery models.
โข Influence internal policies and procedures to reflect customer needs and expectations.
๐๐๐ฉ๐จ๐ซ๐ญ๐ข๐ง๐ ๐๐ง๐ ๐๐ง๐ฌ๐ข๐ ๐ก๐ญ๐ฌ
โข Prepare and present monthly customer experience reports to senior management, highlighting key trends, risks, and improvement initiatives.
โข Utilize data analytics to inform strategic decisions and measure the impact of customer experience initiatives.
๐๐จ๐ฐ ๐ญ๐จ ๐๐ฉ๐ฉ๐ฅ๐ฒ:
Suitably qualified and experienced candidates should submit their application letter, curriculum vitae and copies of educational certificates to: [email protected] or hand deliver at Executive Building, Opposite LPPA along Pioneer Road, Maseru, Lesotho on or before ๐๐๐ญ๐ก ๐๐๐ฉ๐ญ๐๐ฆ๐๐๐ซ ๐๐๐๐ at ๐๐๐๐๐ก๐ซ๐ฌ.
๐๐ข๐ฌ๐๐ฅ๐๐ข๐ฆ๐๐ซ
Only shortlisted applicants will be contacted. Letshego Financial Services Lesotho reserves the right to appoint the suitable candidates that meet the application requirements. No late applications will be accepted.