Experience

Tunzaa Fintech

• Tanzania
• Financial Services
• 1 - 100 Employee

• Customer Experience Executive

  • Jul 2023 - Present

  Being a customer experience executive means I handle all customer interactions from our communication channels to enhance an overall customer experience, improve customer engagement, and drive customer retention and have a strong background in customer-centricity, data-driven decision-making, and cross-functional collaboration. Skills: 1. Develop and implement a comprehensive customer experience strategy aligned with the company's goals and objectives. 2. Identify key touchpoints in the customer journey and define initiatives to enhance the overall customer experience. 3. Provide exceptional customer support and service to clients via various channels, such as phone, email, live chat, and social media. 4. Gather customer feedback and suggestions to identify areas for improvement in products, services, or processes. 5. Report customer trends, concerns, and feedback to the relevant departments within the organization to drive continuous improvement. 6. Ensure that customer interactions are handled professionally, promptly, with empathy and a focus on customer satisfaction. 7. Adhere to company policies and quality standards to maintain a high level of service excellence. 8. Act as a champion for customers within the organization, advocating for their needs and expectations. 9. Collaborate with cross-functional teams, such as marketing, sales, and product development, to ensure that customer-centricity is embedded in all aspects of the business. 10. Analyze sales and product performance for improvement opportunities and maintain relationships with key stakeholders and partners 11. Ensure data entry is done properly in Tunzaa dashboard for new and existing products. 12. Calling and closing deals with customers to maximize sales and company growth. 13. Follow up on the delivery process to ensure customers receive their goods on time and as expected Show less



PCCI GROUP

• United States
• Telecommunications
• 1 - 100 Employee

• Customer Care Representative

  • Oct 2020 - Oct 2022

  - Reduce customer churn by analyzing customer feedback, attending to customers queries, educating customer about any changes that have occurred and new product available and how to proactively use them. - Analyses product performance (PIR) via key customer voice from all customer touchpoints/channels and conduct periodically products health checks - Attending weekly meetings with Operations and tech team to test on outages, knowing status of new on boarding partner. -Ensure 40% of transaction go through smoothly through its life cycle, avoiding many calls and complaints. (Extreme attention to details) - Carried out retention calls with unsatisfied customer convincing 18% to keep using our services. - Attend customer inquiries and queries pertaining to banking operations and initiate responses as appropriate - Maintain call center database by entering information -Dealing with customer's problems and providing them with information about various TIGO services and their data of respective accounts Show less