RwandaOnline Platform Ltd,Customer Liaison Officer Jobs Vacancy

JOB
DESCRIPTION

1.
JOB DETAILS

Job
Title: Customer Liaison Officer

Department/Division:
Operations/Products

2.
JOB PURPOSE

Assist
and guide clients on how to use and access Irembo services and be able to get
government services in time and at ease.

Handle
customer’s queries, complaints and requests.

3.
KEY RESPONSIBILITIES:

Be
responsible for ensuring customers are kept informed at all times
throughout their experience with Irembo, ensuring full compliance with
Service Level Agreements.
Compute
the customer satisfaction and user ratings monthly
Ensure
correct escalation when trends are identified.
Be
named point of contact and manage case load activity to ensure the
customer has no reason to call back and have cause to complain due to poor
communication.
Be
required to interact and manage working relationships with other areas of
the business, at all levels including Call Centre and support.
Develop
long lasting solutions to commonly asked questions by clients;
Providing
well-arranged responses that clearly answers the question posed by the
customers;
Identify
customers’ needs, clarify information, research every issue and provide
solutions and/or alternatives;
Track
unethical behavior impacting customers and propose measure for immediate
actions.
Management
of customer QRC open tickets through CRM.
Keep
an eye on web, USSD and SMS content disseminated to customers
Performs
any other duties as required.

4.
KNOWLEDGE, SKILLS AND EXPERIENCE REQUIRED

5.
PERFORMANCE STANDARDS

The
ability to develop positive working relationships, both internal and
external, and to be seen as a highly credible representative of the
business is required for this role.
Key
interface with Operations to resolve business issues and ensure business
requirements are met.

Applications
should include a comprehensive Resume/CV.

Qualified
applicants should submit their applications via email not later than August 26,
2017 to; hr@rwandaonline.rw