Senior Customer Service Officer

Job Purpose

Initiate, maintain and manage customer engagement and loyalty strategies aligned to the overall business strategy of MBAL.

Key Responsibilities

 Loyalty & Customer Care Program:

Design and Implement MBAL’s loyalty and Customer Care program - in collaboration with respective departments to expand communication to MBAL customer & sale team along with ensure ROI campaign.

 New Sales and Persistency campaigns

Design and Implement Customer campaigns to push sales and persistency of MBAL - in collaboration with Sales Domain and FI Domain, MKT to expand communication to MBAL customer & sale team along with ensure ROI campaign.

 Voice of customer Inbound/NPS/CSAT analysis to improve Customer service and Customer Journey:

1. Act as the OP’s representative supporting the CX teams with regards to customer journey mapping and analytics, Net Promoter Score (NPS) and Customer Effort Score (CES), build and maintain analytics and reporting engine that can translate high loyalty (NPS) and low effort (CES) scores into financial and other benefits, justifying the investment the company makes in adopting these tools and methodologies (ROI).

2. Analyze the Inbound (Customer and Sales) data through detailed customer journey maps illustrating all customer touch-points and flows between, identify and prioritize improvement opportunities.

3. Participate in designing and improving customer journeys across traditional and digital channels.

4. Follow & Measure KPI of service quality to ensure customer satisfaction.

 Manage the Sales support activies

1. Manage sales support activities

2. Design process documentation and participate in training for the Sales Forces.

• Qualification: Extensive experience in gathering and interpreting customer experience information;

Solid knowledge of online customer engagement platforms and channels.

• Experience: Have experience as a customer experience officer, or a similar customer/admin support role.

• Certification: A Bachelor's degree in marketing, communications, advertising, business management, or in a related field preferred.