Marketing and Administrative Relations Intern

The MARKETING ADMIN & CUSTOMER RELATIONS INTERN supports the functions of Group Marketing and is responsible for managing critical voice-of-the-customer listening posts and reporting on customer experience across the LASCO Financial Services ecosystem.

Reporting directly to the Marketing Manager, the role will support marketing-related initiatives for all brands, ensuring effective and timely implementation. The role will assist in ensuring online brand positioning, through engagement including timely response to customer inquiries and feedbacks. These responsibilities further include creating and implementing online and offline promotions to help drive throughput via the digital spaces and LFSL ecosystem for the brands.The role has responsibility to coordinate customer feedback and engagement activities for all services.

MAIN DUTIES AND RESPONSIBILITIES

• Work with group marketing, card services, remittance, Cambio and LASCO Microfinance departments to engage customers with feedback, respond to queries and escalate leads or challenges.
• Work closely with the Digital marketing officer to support and respond to feedback and queries online for all brands, field customer engagements and highlight the branch and agent network. 
• Respond promptly and professionally to incoming (telephone**, website, social media, other) customer inquiries for the LFSL ecosystem.
• Maintain an updated knowledge of the organization's products, services, and customer service policies.
• Manage and document a log of customer interactions using available software, escalate to relevant department for follow up action and monitor interaction to close out/resolve of customer issue.
• Explain simply, clearly and in a positive language, responses to customer questions (across company communication channels) and check for customer understanding and acceptance
• Work with group marketing to support the marketing strategy plans through online customer engagements associated with marketing activities including but not limited to (branding, advertising, promotions, customer loyalty activities, etc.), that has been agreed and signed off on and the achievement of the relevant targets through timely and flawless implementation.
• Work with Group marketing to coordinate product/service promotional activities**
• Recommend and participate in product and service knowledge training sessions across company
• Work closely with Brand Manager-(Card services) for strategies of LASCO Gold through customer engagement events.
• Always handle the resolutions of all escalated customer cases in a professional manner including taking detailed notes on customer comments and concerns.
  • Creation and Processing of Internal Orders and Purchase Requisitions.
  •  Ensure Supplier Payments are processed in a timely manner.
  • Provide payment updates to the marketing department as required.
  •  Order stationery items for department.
  •  Maintain up to date archives of all marketing internal, reports and service update files.

• Analyze customer verbatim feedback across all channels and market research to identify needs and issues
• Develop reports to educate executives and employees about customer expectations, realities, moments of truth, goals and core experience principles
• Process payment information received from external partners and suppliers within the marketing.
• Assist with content management upkeep including shared drives and content libraries.**
• Supporting the Marketing Manager and other colleagues to carry out job related tasks.
• **Shared responsibility