Summary
Date Posted: Thursday, March 07 2024, Base Salary: Not Disclosed

JOB DETAILS:
General Description
The Customer Experience Manager will play a pivotal role in ensuring the seamless delivery of services to our valued customers. This role encompasses overseeing various touchpoints of customer interaction to enhance satisfaction and loyalty.

Task Descriptions
• Develop strategies to improve overall customer experience across all channels;
• Analyze customer feedback and implement necessary changes to enhance satisfaction levels;
• Collaborate with cross-functional teams to address customer pain points and streamline processes;
• Monitor key performance indicators related to customer satisfaction and retention;
• Lead initiatives to train and empower frontline staff to deliver exceptional customer service;
• Implement systems and processes to ensure efficient handling of customer queries and complaints;
• Stay updated on industry trends and best practices in customer experience management.

Requirements
• Bachelor’s degree in business administration, Marketing, or a similar field;
• At least 4 years of experience in a customer-facing role;
• Strong communication and interpersonal skills;
• Analytical mindset with the ability to interpret data and derive actionable insights;
• Proficiency in CRM software and other relevant tools;
• Excellent problem-solving abilities and a customer-centric approach;
• Ability to work well under pressure and meet tight deadlines;
• Flexibility to adapt to changing customer needs and business priorities.

Work Hours: 8

Experience in Months: 48

Level of Education: Bachelor Degree

Job application procedure
• All applications must include a motivation letter, a copy of the ID, a detailed Curriculum Vitae including three references, and a copy of the notified degrees, these documents should be sent to the following e-mail address: hr-recruitment@copeduplc.rw  no later than March 11, 2024. Only selected candidates will be contacted.
• Done at Kigali on February 27th, 2024.
• MUYANGO Raïssa
• Managing Director

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