Key Responsibilities: Answer customer service related queries on all channels in order to resolve technical, finance, delivery, and general customer issues, and complaints. Cold calling customers from B2C and B2B to collect and address feedback in regards to the service they experienced as a result of conducting business with Moko. Follow customers through their journeys and look for ways to improve the overall customer experience. As guided by your manager/supervisor, escalate customer service issues as needed. Support implementation of new systems. Collaborating with colleagues from other teams, as needed in order to fulfil the customers’ experience. Identify areas where the customer facing teams need additional training or coaching as per the kinds of service queries you are responding to and escalate to your manager. Conduct monthly after sales calls and analysis, then present to the relevant teams. Desired Candidate Profile: Previous experience as a customer experience officer in a complex company with scale. Minimum educational achievement of a diploma. Bring passion and enthusiasm to work and to your teammates! Demonstrate strong judgement and reasoning in decision making especially when dealing with customers. Work in collaboration with colleagues across all teams. A proactive self-starter who thrives with autonomy and managing their time like a pro. A natural team player who takes full ownership of their work by tackling challenges head-on. A candidate who is always hungry to learn, embrace feedback and use their analytical thinking to make smart decisions.
