The Social Health Authority (SHA) Hiring Senior Customer Experience Officer 

Minimum Qualifications:

Bachelors Degree

Job Term:

Permanent and Pensionable

Position Level:

SHA 6

Number of positions:

2

Qualifications, Skills and Experience Required:

Person Specifications: For appointment to this grade, an officer must have:

1. Cumulative service period of six (6) years’ relevant work experience, three (3) of which must be in the grade of Customer Experience Officer I or in a comparable position.
2. Bachelor’s degree in any of the following disciplines: Public Communication, Public Relations, Mass Communication, marketing or business-related field or its equivalent qualification from a recognized institution.
3. Member of a relevant professional body where applicable and in good standing.
4. Proficiency in computer application skills.
5. Shown merit and ability as reflected in work performance and results.

Responsibilities:

The duties and responsibilities at this level will entail:

1. Managing the contact center and coordinating Customer Experience activities.
2. Responding to customer queries and complaints through telephone, e-mail, social media platforms or letters.
3. Managing the complaints desk to ensure complaints are resolved promptly.
4. Informing clients by explaining procedures, answering questions, and providing information.
5. Maintaining and improving quality results by adhering to standards and guidelines and by recommending improvement in procedures.
6. Identifying and escalating priority issues.
7. Entering new customer information into the system and update existing customer information.
8. Participating in the development of tools such as questionnaires and surveys.
9. Preparing periodic reports and update the Frequently asked questions.
10. Implementing service procedures, policies, and standards.
11. Keeping accurate records and document Customer Experience actions and discussions.
12. Analyzing statistics and compiling accurate reports.
13. Maintaining an orderly workflow according to priorities.
14. Planning, assigning, and monitoring the work of subordinates.

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