Customer Experience and Training Specialist

The Customer Experience and Training specialist will be responsible for ensuring the delivery of exceptional customer service while designing and implementing comprehensive training programs that empower employees to enhance the overall customer experience.

The Customer Experience and Training specialist will be responsible for ensuring the delivery of exceptional customer service while designing and implementing comprehensive training programs that empower employees to enhance the overall customer experience. Key responsibilities will include analyzing customer feedback, identifying opportunities for service improvement, and developing targeted training solutions for customer facing teams and merchants. The ideal candidate will possess a strong focus on continuous improvement, a deep understanding of customer needs, and a proven ability to foster a culture of excellence through strategic training and development initiatives. Additionally, this role will involve direct support to our partners through trouble shooting hardware, software, networks, telephone and customer-related issues as well as identifying areas in which the use of technology can be improved.

DUTIES & RESPONSIBILITIES:

1.Client Relationship Management:

- Maintain and develop new and existing customer relationships to ensure business growth and continued customer satisfaction.

- Respond to and follow up on escalated customer complaints with partners.

- On boarding and off boarding Merchants

- Training Merchants to use the TE-Pins and Mahoe Systems

- Collecting and analyzing customer feedback through surveys, reviews, or direct interactions to identify areas of improvement.

- Monitor all communication channels to ensure MSOs provide optimal service on a daily basis.

- Collaborate with Sales and Customer Service Teams to create effective Customer Experience Strategies

- Conduct weekly site visits to merchant locations to collect relevant data and ensure optimal service delivery.

2. Training           

Train and assist merchant support officers with customer interaction

Train reseller base to maintain awareness of product knowledge

Train and develop efficient customer onboarding and sales cycle

3. Reporting:

    - Monitor and report on Customer Service daily activities.

  -  Prepare and submit Quarterly training schedules to the Commercial Manager.

 - Track the effectiveness of training programs through assessments quizzes and feedback  surveys.

Any other related duties which may be assigned.

QUALIFICATIONS

• A Degree in Business Administration, Marketing or a related field.

• Certifications in training and customer experience

• At least three years’ experience in the related industry.

• Previous experience in a supervisory role preferred.

TRANSPORTATION REQUIREMENT

• Valid driving license

• Must own a reliable motor vehicle

KNOWLEDGE, SKILLS, ABILITIES & COMPETENCIES

• Excellent management and supervisory skills.

• Extensive knowledge of customer service procedures and principles.

• Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor.

• Ability to coach and mentor customer service representatives and merchants

• Proficient in Microsoft Office Suite or related software.

• Ability to work independently and be self-motivated to work with minimal direction.

• Must possess excellent organizational skills needed for handling multiple priorities. 

• Must possess excellent verbal and written communication skills and possess the ability to promote positive inter-departmental and customer relations.

• Willingness to work flexible hours and follow tight deadlines.

• Experience with CRM Tools 

WORKING RELATIONSHIPS:

Internal: Commercial Manager

Merchant Support Officers

External: Company Merchants