Customer Experience Advisor

Our Vision
We build Africa’s most valued marketplaces.
Your Mission in our Vision
Ensure the highest level of satisfaction from user inquiries
To perform consistently and provide timely, accurate and professional service at each and every user touchpoint.
Help curate high-quality listings which both buyers and sellers can trust
Reporting into:
Head of CX and Operations
Key Responsibilities
Respond to customer inquiries from all communication channels
Resolve problems encountered by users and provide help and advice on using PigiaMe’s services
Keeping accurate records of discussions or correspondence with customers;
Ensuring customer satisfaction by responding to customers in a timely manner and within the departments SLA
Upselling and cross-selling PigiaMe products to clients.
Review listings requiring moderation on a regular basis and approve and reject according to PigiaMe’s quality standards
Review online listings on a regular basis to identify any listings online in error and correct
Provide feedback to Product on user education gaps, auto-moderation issues, etc to help build the best product possible
Work with the Product team to conduct user research as needed
Other duties as assigned by the Head of CX and Operations or Company
Key skills and competencies
Skills
:
Strong proficiency in MS office
Strong proficiency in English, both verbal and written
Competencies:
Experience working in a call center is an added advantage
Outgoing personality, strong interpersonal skills, networker
Creative problem solver
Has attention to detail, punctual
Is accountable, has a sense of responsibility
Key Relationships
Management Team
Product team
Employees
External customers and merchants
Support of the Customer Experience & Operations team