Customer Experience Specialist Talent House

About our Client:

Chemsol Scientific Limited is a leading provider of quality Research and Applied Life Science Products in Zambia. The company is an authorized dealer for Merck®, Sigma Aldrich® and Millipore® brands. The company covers every step of the biotech production chain, creating a complete end-to-end workflow with enhanced customer service, a simplified interface and a leading distribution platform. With a mission to provide effective applied life science and research solutions. Technical proficiency, exceptional products and commitment to service as the basis of their strong reputation.

About the role:

Chemsol Scientific Limited is looking for an enthusiastic and dedicated customer experience specialist to enhance their customer experiences. The customer experience specialist will be responsible for tracking all points of customer engagement, addressing customer queries, and identifying ways to improve our customer services.

To ensure success as a customer experience specialist, you should exhibit in-depth knowledge of customer engagement channels and experience in a similar industry. An effected customer experience specialist will be someone whose expertise results in the bridge of an excellent customer and sales executive relationship management and a positive brand image.

Key Responsibilities:

• Identifying customer needs and taking proactive steps to maintain positive experiences.
• Supporting all technical sales executives with sales and after sales support.
• Responding to customer queries in a timely and effective manner, via phone, email, or the organisations’ e-commerce platform and documenting processes and logging technical issues, as well as customer compliments and complaints.
• Analysing customer feedback on product ranges and new releases, as well as preparing reports.
• Tracking customer experiences across online and offline channels, devices, and touchpoints.
• Collaborating with marketing, and sales teams to enhance customer services and brand awareness.
• Aligning customer experience strategies with marketing initiatives, as well as informing customers about new product features and functionalities.
• Performing product tests, evaluating after-sales and support services, and facilitating improvements.
• Ensuring that all complaints and queries are managed and resolved effectively and efficiently.
• Continuously research and identify the latest and most efficient customer service trends that can differentiate us from our competitors.
• Develop and maintain a deep understanding of the company’s products or services to assist customers effectively.

Requirements

• Bachelor’s degree in Business Studies, or related field required.
• At least 2 years’ experience as a customer experience specialist, or a similar customer support role.
• Extensive experience in gathering and interpreting customer experience information.
• Solid knowledge of online customer engagement platforms and channels.
  Proficiency in MS Office.
• Exceptional interpersonal skills and a client-centered approach.
• Great organizational and time management abilities.
• Superb communication, collaboration, and problem-solving skills.
• Ability to collaborate effectively with key stakeholders within and outside.

Competencies

• Business acumen and ability to make sound business decisions
• Integrity – Job requires being honest and ethical
• Dependability – Job requires being reliable, responsible and dependable and fulfilling obligations
• Initiative – Job requires willingness to take on responsibilities and challenges
• Attention to Detail – Job requires being careful about detail

Compensation:

The incumbent will receive a competitive salary commensurate with experience.