WE ARE HIRING

Our Team Is Growing

Neetch Company is a customer experience (CX) management boutique firm. As our vision is to grow businesses one customer experience at a time across West Africa, we are seeking passionate, innovative and qualified people to occupy the below-listed positions.


  1. Country CX & Marketing Manager – NIGERIA, GHANA, SIERRA LEONE, SENEGAL & COTE D’ IVOIRE (5 Openings)
  2. Customer Insight Manager (1 Opening)
  3. Content & Community Manager (1 Opening)



Country CX & Marketing Manager

Role Responsibilities

  • As In-Country CX & Marketing Manager, you will be responsible for:
  • Sourcing for new clients for any of Neetch Company’s suite of CX services
  • Taking client briefs, creating bespoke CX solutions and making marketing presentations
  • Manage in-country CX projects end to end to ensure project timelines and KPIs are met while delivering on client satisfaction and retention
  • Conduct post-project satisfaction surveys, create and manage post-project client engagement
  • Design and organize in-country CX events seeking participants, sponsors, speakers, facilitators, etc
  • Managing in-country CX training. This includes marketing training, managing training logistics, and directory, managing facilitators and participants as well as conducting post-training evaluation and participant engagement
  • Sourcing for and managing in-country 3rd party vendors to deliver on client/Neetch Company projects


Role Requirements

Interested candidates MUST have a minimum of 8 years of experience in marketing, customer service, customer experience/customer experience management, project management, and business development.

Candidates MUST have great communication and interpersonal skills, result-oriented, high self-discipline to work remotely with little supervision, a self-starter, speak the in-country local language and MUST be 35 years old and above.


Role Remuneration

The salary for the above roles is commission-based i.e. a percentage of CX services sold + annual business profit.

Roles are open to male & female candidates.



Content & Community Manager

Role Responsibilities

As Customer Insight Manager, you will be responsible for the below across all Neetch Company’s operating locations:

  • Designing, deploying and managing all Neetch Company and client-specific customer research projects
  • Preparing and presenting customer insight reports as well as converting customer insights into CX resources e.g. white papers and webinars
  • Managing 3rd party vendors to deliver on client 


Role Requirements

Interested candidates MUST have a minimum of 8 years of experience in customer research, customer and business analytics as well as project management.

Candidates MUST have great communication and interpersonal skills, result-oriented, high self-discipline to work remotely with little supervision, a self-starter, speak the in-country local language and MUST be 30 years old and above.


Role Remuneration

The salary for this role is commission-based i.e. percentage tied to CX project KPIs. This is a part time role but to be reviewed as full time role after 6 months to 1 year.

Role is open to male & female candidates.



Content & Community Manager

Role Responsibilities

As Content & Community Manager, you will be responsible for:

  • Digital marketing activities at Neetch Company to drive brand awareness, CX service adoption, increase online & CX community engagement. This also includes email marketing and engagement
  • Build the sales funnel for Neetch Company in all operating countries
  • Manage the design and creation of white paper and webinar content
  • Design and implement digital marketing CX projects (as required by clients)
  • Manage Neetch Company database 


Role Requirements

Interested candidates MUST have a minimum of 8 years of experience in digital marketing with a proven track record of measurable impact on bottom line. Project management is also required.

Candidates MUST have great communication and interpersonal skills, result-oriented, high self-discipline to work remotely with little supervision, a self-starter, speak the in-country local language and MUST be 30 years old and above.


Role Remuneration

The salary for the above roles is commission-based i.e. percentage on CX & marketing project KPIs. This is a part time role but to be reviewed as full time role after 6 months to 1 year.

Role is open to male & female candidates.

Interested?

Interested in any of the roles? Passionate about business growth in Africa? Do you have all the requirements?

Then, click link below to apply.

CLICK HERE TO APPLY
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we are hiring!

We are growing our team to support more businesses.

About Neetch Company.

Neetch Company (a subsidiary under the Neetch Group) is Nigeria’s first boutique customer experience management (CEM) firm with a vision to grow businesses in Nigeria and across Africa, one customer experience at a time. We do this by partnering with our clients to elevate their customer experience management capabilities to drive sustainable revenue increase through customer satisfaction and retention.

As we are expanding our operations to support more customer experience (CX) activities in small, medium and large organizations, we are looking for qualified candidates to fill CUSTOMER EXPERIENCE MANAGEMENT ASSOCIATE vacancies (2) at Neetch Company.


About The Role

Customer Experience Management Associates at Neetch Company are level 2 business support personnel that support CX/Customer Strategy consultants on CX projects. These projects cover CX research, experience design & management and CX human resource management.


What You Will Do

As a customer experience management associate at Neetch Company, your job description will be to;

  • Provide support to consultants at Neetch Company on customer experience management projects
  • Manage CX project logistics
  • Serve as CX project managers making sure consultants deliver on tasks within timelines
  • Collate CX project updates and share weekly reports with Neetch Company leadership team
  • Design customer engagement content to drive awareness about customer experience management across all Neetch Company touch points (especially social media)
  • Manage CX events at Neetch Company
  • Design and manage customer engagement calendar at Neetch Company. This includes managing client database across the business to business (B2B) and business to customer (B2C) categories
  • Manage content/channel marketing vendors to deliver on Neetch Company’s vision, mission and value proposition
  • Serve as coordinator of assigned CX project training and recruitment activities and/or coordinator of open courses at Neetch Company
  • Source for new businesses/CX projects (commissions apply)


What You Should Have/Be

  • Experience in a customer service or customer experience role for a minimum of 2 years
  • Passionate about customer service/experience and want to build a career in it
  • HND or bachelors degree in business administration, humanities, and other related courses
  • Good communication and interpersonal skills
  • Desire to learn and grow in a fast-paced startup
  • Willing and disciplined to work remotely with little or no supervision
  • Result oriented 
  • 24 to 30 years old

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WE ARE HIRING!!!

We are building our team to deliver better client experiences.

VFD Microfinance Bank is a dynamic, Lagos-based financial services institution in the business of helping all our clients achieve their desires, solve intermittent problems and create wealth, through high yield savings accounts and low interest rates on loans. 



With a brand promise to ensure that the fulfillment of our clients' goals are secure, enjoyable and memorable, we need you! 


VACANT POSITIONS 

  1. Supervisor, Client Experience Centre 
  2. Specialist, Quality Assurance & Training     

APPLICATION DEADLINE

11th January, 2019    

 

Supervisor, client experience centre

ABOUT THE ROLE

The Supervisor, client experience centre is responsible for ensuring that all client requests, enquiries and complaints via the client experience centre are resolved on time driving customer satisfaction with service delivery either via face to face, telephone, email, online, social media and all other existing and new customer contact channels.



KEY RESPONSIBILITIES

Manage the daily running of the client experience centre (in premise, voice and digital), including sourcing equipment, effective resource planning and applying call centre strategies and operations

  • Responsible for following up on escalated complaints that cannot be resolved at first contact making sure clients are in the loop throughout the duration of the the resolution of their requests/complaints. (if/when a resolution desk is set up, this task becomes the responsibility of the complaint resolution officer)
  • Handle specialist or escalated calls from the customers ensuring they are satisfactorily resolved. To be clear and polite to customers at all times, accurately evaluating the nature of their enquiry and determining the appropriate action to take, ensuring that information and advice given is factually correct
  • Make appropriate decisions from a range of options, ensuring that they are made without bias, prejudice or discrimination. To accurately identify problems and generate solutions, presenting balanced views and drawing reasoned conclusions.
  • Act as the advocate and champion of the customer. To work effectively with service providers to ensure that there is a smooth transition between front and back office. To respect the confidential or sensitive nature of customer enquiries, and handle difficult situations appropriately.
  • Work in group and one to one situations to ensure that service quality and performance from front to back office, is maintained, up-to-date, accurate, and professionally delivered.
  • Actively participate in developing the service and technical requirements of future delivery, including development of technical tools, and to make reasoned suggestions to improve customer service and technical procedures.
  • Disseminate business and organizational information clearly and concisely in the most appropriate manner. To contribute to the organizational goals and strategies acting as an advocate of the service.
  • Cope well with varying demands, show resilience under pressure, be flexible and adaptable, and react positively to change.
  • Establish and communicate call center metrics and service levels to direct reports; monitoring and analyzing results; implement changes as needed


KEY REQUIREMENTS

  • Bachelor's Degree in  related field 
  • 3+ years supervising contact centre operations and/or retail outlets
  • Demonstrated experience driving customer satisfaction, creativity and innovation in customer contact management
  • Data analysis experience using Excel with pivot tables and statistical analysis
  • Excellent communication skills
  • A strong customer focus and a good telephone manner
  • The ability to work well in teams
  • Leadership skills and the ability to motivate and develop staff
  • A desire to help others work towards targets and develop their skills
  • Confidence and good business sense
  • The ability to set, meet and exceed targets
  • A focused and self-motivated approach to work
  • The ability to manage change

Interested?

 

application closed

specialist, quality assurance & training


ABOUT THE ROLE

The Client Experience Center Quality Assurance (QA) & Training specialist is responsible for managing the calls, emails or face to face monitoring processes to support a superior client experience across all customer touch points at VFD MFB. This individual will work collaboratively with Client Experience Centre supervisor to gather feedback, identify requirements and execute established client contact audit processes while also designing and facilitating learning interventions to address learning & skill gaps at VFD MFB. 

This role will generate regular quality reports for departmental leadership indicating trends, areas of opportunity, and insight into business objectives and special projects.


KEY RESPONSIBILITIES 

  • Develop and maintain QA processes and compliance standards for all functions within the Client Experience Centre
  • Develop and distribute weekly and monthly trend reports to management teams for coaching, feedback and to assist in meeting business goals and objectives
  • Recommend, design and implement learning interventions to address skill gaps as well as coaching plans based on trends analysis
  • Conduct regular quality calibrations with department leadership to assure consistency
  • Maintain collaborative relationships with leadership from all internal and external partners to assure consistency in quality processes and adherence to processes and procedures
  • Manage, motivate and develop a team of QA specialists and supervisors to drive quality, efficiency and an enhanced customer experience
  • Plan and forecast QA team workload to insure auditing requirements are met in a timely manner for all business units 
  • Other duties as assigned



KEY REQUIREMENTS

Minimum 3 years of experience developing and maintaining quality assurance standards for varied audiences required, with emphasis in a combination of large call center and multiple site locations especially in the banking sector

  • Minimum 3 years of experience analyzing data and developing trend reporting required
  • Minimum 3 years of contact center operations experience required

Interested?

 

application closed
image14

WE ARE HIRING!!!

We Are Building Our Team To Deliver Better Client Experiences.



Germaine Auto Centre is an integrated automobile dealership located in Lekki, Lagos State, Nigeria.

For over 19 years, Germaine has been a household name for automobile purchase (new and certified pre-owned), servicing, spare part sales and vehicle body work by providing quality service to individuals and corporate organizations. 

In line with our commitment to deliver great client experiences, we are expanding our team and looking for you! 


 VACANT POSITIONS

  1. Head, Client Experience Management 
  2. Manager, Client Experience Centre 
  3. Manager, Quality Assurance & Training 
  4. Officer, Complaint Management (Resolution)     

APPLICATION DEADLINE

7th December, 2018 

 

HEAD, CLIENT EXPERIENCE MANAGEMENT

ABOUT THE ROLE

The Head Client Experience at Germaine Auto Centre (GAC) is responsible for fostering customer retention and loyalty through high-quality client interactions. Position is responsible for setting client experience standards whilst leading, creating and maintaining processes and procedures that effectively support GAC’s efforts to surpass clients’ expectations.
 

KEY RESPONSIBILITIES

  • Define and drive GAC’s Experience Standards impacting all aspects of client interactions (journey) 
  • Drive customer centricity across the GAC supported by effective policies and processes to embed best practice customer-centric behaviors 
  • Identify opportunities for enhanced service delivery through online and e-services delivery, and the application of social media, mobile apps and technologies to optimize customer experience
  • Advise Senior Executives and group heads on customer satisfaction measures, customer experience strategies, programs, initiatives and emerging issues to enable customer-centric strategic decision making
  • Lead the development, implementation and evaluation of strategic, tactical and operational client engagement plans, programs, and initiatives to drive client acquisition, satisfaction and retention 
  • Plan and provide leadership on the implementation of integrated customer engagement and communication initiatives to improve and enhance the perception of clients leading to client loyalty and referrals  
  • Lead and/or direct specific client research programs 
  • Partner with Operations, Sales, Marketing, Brand & Communication, IT,  Accounts/Treasury, IT, etc to create and deliver strategies for improving client experience, revenue, and operational performance


KEY REQUIREMENTS

  • Bachelor's degree (Master Degree an added advantage) 
  • At least 7 years experience in customer experience management and leadership roles with cross-functional responsibilities 
  • Strong problem solving, negotiation, critical thinking and communication skills
  • Passion for creating the best customer experiences on the planet
  • Commercial work experience
  • Motivating leader who has scaled, coached and inspired a team of at least 15 people
  • Extensive knowledge of customer service/experience principles and practices
  • Good understanding of technology for enhanced productivity and client experience
  • Strong interpersonal skills, empathy and ‘can do’ attitude required
  • Data driven
  • Exceptional communicator and detail oriented  
  • Proven ability to build and facilitate relationships at all levels of the organization, both internally and externally
  • Action oriented, result-driven leader that is approachable to team members across multiple work groups 
  •  Demonstrated ability to perform both independently and as a team member, handle multiple assignments, complete projects on time and perform under pressure while responding to changing priorities 

MANAGER, CLIENT EXPERIENCE CENTRE

ABOUT THE ROLE

The Manager, client experience centre is responsible for ensuring that all client requests, enquiries and complaints via the client experience centre are resolved on time driving customer satisfaction with service delivery either via face to face, telephone, email, online, social media and all other existing and new customer contact channels.


KEY RESPONSIBILITES

  • Determines Client Experience Center operational strategies by conducting needs assessment, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies 
  • Defines user requirements; quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
  • Managing the daily running of the client experience centre (in premise, voice and digital), including sourcing equipment, effective resource planning and applying call centre strategies and operations
  • Doing needs assessments, performance reviews and cost/benefit analyses
  • Setting/meeting performance targets for speed, efficiency, sales and quality
  • Ensuring all relevant communications and data are updated and recorded
  • Liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues
  • Maintaining up-to-date knowledge of industry developments and involvement in networks
  • Monitoring through random contacts to improve quality, minimize errors and track operative performance
  • Coordinating staff recruitment, writing job adverts and liaising with HR staff on employee experience management at the centre
  • Reviewing the performance of staff, identifying training needs and planning training sessions
  • Recording statistics, user rates and the performance levels of the centre
  • Preparing reports on these statistics, rates and performance levels
  • Handling the most complex customer complaints or enquiries
  • Organizing shift patterns and the number of staff required to meet demand
  • Coaching, motivating and retaining staff
  • Coordinating bonus, reward and incentive schemes (if applicable)
  • Forecasting and analyzing data against budget figures on a weekly and/or monthly basis. 

 

KEY REQUIREMENTS

  • Bachelor's Degree in Marketing, Humanities or related field
  • 5+ years of managing a contact centre and/or retail outlet or 5+ years in supervising contact centre operations and/or retail outlets
  • Demonstrated experience driving customer satisfaction, creativity and innovation in customer contact management
  • Data analysis experience using Excel with pivot tables and statistical analysis
  • Excellent communication skills
  • A strong customer focus and a good telephone manner
  • The ability to work well in teams
  • Leadership skills and the ability to motivate and develop staff
  • A desire to help others work towards targets and develop their skills
  • Confidence and good business sense
  • The ability to set, meet and exceed targets
  • A focused and self-motivated approach to work
  • The ability to manage change.

MANAGER, QUALITY ASSURANCE & TRAINING

ABOUT THE ROLE

The Client Experience Center Quality Assurance (QA) & Training Manager is responsible for managing the call, email or face to face monitoring processes to support a superior client experience across all customer touch points. This individual will work collaboratively with Client Experience Centre manager to gather feedback, identify requirements and execute established client contact audit processes while also designing and facilitating learning interventions to address learning & skill gaps at GAC.


KEY RESPONSIBILITES

  • Develop and maintain QA processes and compliance standards for all functions within the Client Experience Centre
  • Develop and distribute weekly and monthly trend reports to management teams for coaching, feedback and to assist in meeting business goals and objectives
  • Recommend, design and implement learning interventions to address skill gaps as well as coaching plans based on trends analysis
  • Conduct regular quality calibrations with department leadership to assure consistency
  • Maintain collaborative relationships with leadership from all internal and external partners to assure consistency in quality processes and adherence to processes and procedures
  • Manage, motivate and develop a team of QA specialists and supervisors to drive quality, efficiency and an enhanced customer experience
  • Plan and forecast QA team workload to insure auditing requirements are met in a timely manner for all business units 
  • Other duties as assigned

KEY REQUIREMENTS

  • Bachelor's Degree preferred with relevant experience
  • Minimum 5 years of experience developing and maintaining quality assurance standards for varied audiences required, with emphasis in a combination of large call center and multiple site locations
  • Minimum 3 years of experience analyzing data and developing trend reporting required
  • Minimum 3 years of contact center operations experience required

OFFICER, COMPLAINT MANAGEMENT (RESOLUTION)

ABOUT THE ROLE

The Complaint Management officer is responsible for independently reviewing client requests as well as wait time to ensure service response time is adhered to by client experience advisors and stakeholder departments. Overall, he/she is responsible for following up on escalated complaints that cannot be resolved at first contact making sure clients are in the loop throughout the duration of the the resolution of their requests/complaints.

 

KEY RESPONSIBILITES

  • Review all pending client requests/complaints to ensure they are within resolution timelines
  • Liaise with stakeholder departments on requests/complaints that have exceed resolution timeline and close the loop with client escalating to Client Experience Centre manager and Head Client Experience Management as the need arises
  • Identify root cause of delayed resolution and liaise with stakeholders to address same reducing its recurrence and documenting into SLAs for client experience advisors 
  • Liaise with business stakeholders to design and operationalize a compensation policy. Also ensures policy is adhered to
  • Ensure that queueing/logging system at the client wait area is functional
  • Periodically walk the floor to check that no client is left unattended
  • Share weekly complaint management report to Heads of business units
  • Own client wait time data per enquiry, request or complaint at GAC (report to include compensation updates)
  • Other duties as assigned

KEY REQUIREMENTS 

  • Bachelor's Degree 
  • 3+ years in customer service, retail and/or business operations management
  • Experience in a similar role is preferred 

Interested?

application closed