Elvis Nyaunga
About Candidate
· Tracking customer experiences across online and offline channels, devices, and touchpoints
· Aligning customer experience strategies with marketing initiatives as well as informing customers about new product features and functionalities.
· Identifying customer needs and taking proactive steps to maintain positive experiences.
· Responding to customer queries in a timely and effective manner, via phone, email, social media, or chat applications.
· Analyzing customer feedback on product ranges and new releases, as well as preparing reports.
Documenting processes and logging technical issues, as well as customer compliments and complaints
Education
Work & Experience
• Assist the Product Support Team Leader and Coordinator in monitoring user reports for any bugs, outages, or other potential issues, raising awareness with the appropriate YouVersion team members as needed. • Serve as a part of the on-call rotation in conjunction with the SRE team as the Customer Liaison should an outage or other issues arise. • Answer any tickets older than 6 hours in the Front queue. • Assist in assuring the quality of response given to the YouVersion Community by Product Support volunteers. • Create and maintain a new system for managing volunteer on boarding and retention
• Create an inspiring team environment with an open communication culture • Resolving escalated issues • Provide system support. • Set clear team goals • Delegate tasks and set deadlines • Oversee day-to-day operation • Monitor team performance and report on metrics • Motivate team members • Discover training needs and provide coaching • Listen to team members’ feedback and resolve any issues or conflicts
• To sell company products and services to ensure revenue generation as well as providing after sales services to maintain high customer satisfaction. • Compile weekly/ monthly sales reports on revenue and the general business activity. • Gather market intelligence and make recommendations on sales matters so as to ensure that company remains competitive in the market. • Execute efficient stock management and product availability in the whole distribution channel. • Attend to all customer queries, inquiries, complaints and service requests promptly. • Explain company policies and position to customers, dealers and external contacts with regard to products and services to ensure that customers understand the company’s products and services. • Stock management and compliance
