Job Role
\nThe Customer Experience (CX) Coordinator supports Yalelo\u2019s customer service operations and customer engagement initiatives by managing customer communications, coordinating service training, supporting feedback and survey activities, and helping drive customer-facing programs that improve satisfaction, loyalty, and brand trust.
\nKey Responsibilities & Critical Success Measures.<\/p>\n
Customer Service Call Handling:\u00a0Manage customer service calls and CRM records, ensuring timely responses, accurate logging, and proper follow-up\/escalation of complaints.
\nCustomer and Retail Communication:\u00a0Coordinate communication with external customers and internal teams (especially retail outlets) to support service delivery and issue resolution.
\nTraining and Feedback Support:\u00a0Conduct customer service trainings and support customer feedback\/survey activities to improve frontline service standards.
\nConsumer Insights Support:\u00a0Support consumer insights work (surveys, data cleaning, enumerator support) and help generate accurate customer feedback data.
\nCustomer Programmes and Activations:\u00a0Coordinate customer-facing projects (loyalty card programme, activations, CSR\/marketing support, events, ad-hoc projects) with successful execution, timely dispatch, and positive customer engagement outcomes.<\/p>\n
Functional Competences<\/p>\n
Customer Service Management:\u00a0Strong customer service and complaint-handling capability, including professional communication and escalation management.
\nCross-Functional Coordination:\u00a0Good coordination and collaboration skills across departments (Retail, Marketing, Logistics, Operations, etc.) and with external stakeholders.
\nData and Reporting Support: Ability to support basic data capture, survey administration, data cleaning, and simple reporting\/trackers.
\nTraining and Facilitation:\u00a0Training and facilitation ability to support frontline customer service improvement initiatives.
\nPlanning and Multitasking:\u00a0Good planning and multitasking skills to manage recurring tasks, projects, and activations simultaneously.<\/p>\n
Personal Characteristics<\/p>\n
Customer-Centric Professionalism:\u00a0Customer-centric, professional, and courteous, with strong empathy and good judgment when handling complaints.
\nOwnership and Reliability:\u00a0Proactive and dependable, with good follow-through on customer issues, tasks, and deadlines.
\nAttention to Detail:\u00a0Detail-oriented and organized, especially in CRM updates, records, survey data, and dispatch tracking.
\nAdaptability and Teamwork:\u00a0Adaptable and collaborative, able to work across different teams and support changing business priorities.
\nPositive Growth Mindset:\u00a0Positive attitude, willing to learn, and committed to improving customer experience and brand trust<\/p>\n
Knowledge, Skills and Experience<\/p>\n
Education Background:\u00a0Diploma or bachelor\u2019s degree in marketing, Business Administration, Communications, Public Relations, or a related field.
\nRelevant Experience:\u00a02\u20134 years\u2019 experience in customer service, customer experience, retail support, marketing support, or a similar role.
\nSystems and Tools:\u00a0Experience using CRM systems and Microsoft Office tools (especially Excel, Word, and PowerPoint).
\nAdded Advantage Experience:\u00a0Experience in customer surveys, field support, events\/activations, or loyalty\/customer programmes is an added advantage.
\nCore Skills:\u00a0Strong written and verbal communication skills, organization, and ability to work across office and field activities. Fluent in English and additional local languages is a plus.
\nZAQA-certified qualifications are mandatory.<\/p>\n
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