Background information about the job or company:

Liquid Intelligent Technologies Zambia is seeking a proactive and customer-focused Customer Experience Specialist to optimize customer journeys and enhance service delivery.

Responsibilities:

• Implement service workflows and policies for optimal customer experience.
• Monitor customer service activities for compliance with quality standards.
• Design and optimize customer journeys across channels.
• Document technical issues, compliments, and complaints.
• Track and report key metrics: CSAT (≥80), NPS (≥69), CES (≥80).
• Promote customer education and self-service adoption.
• Organize training programs for customer experience representatives.
• Resolve complex or sensitive customer interactions escalated by frontline teams.
• Support innovation and quality improvement initiatives.
• Assist in agent development to personalize customer interactions.
• Draft and review customer communications and scripts.
• Share performance metrics and quality scores with the team.
• Conduct routine customer satisfaction calls.
• Address complaints and coordinate with departments to resolve issues.
• Recommend solutions to improve customer experience.

Qualifications:

• Degree in Business, Telecoms, IT, or related field.
• 2+ years’ experience in customer experience.
• Understanding of customer experience metrics.
• Proven knowledge of customer service interactions and reporting.
• Excellent written and verbal communication.
• Professional judgment and discretion.
• Passion for delivering excellent customer experiences.
• Customer experience certification.

• Implement service workflows and policies for optimal customer experience.
• Monitor customer service activities for compliance with quality standards.
• Design and optimize customer journeys across channels.
• Document technical issues, compliments, and complaints.
• Track and report key metrics: CSAT (≥80), NPS (≥69), CES (≥80).
• Promote customer education and self-service adoption.
• Organize training programs for customer experience representatives.
• Resolve complex or sensitive customer interactions escalated by frontline teams.
• Support innovation and quality improvement initiatives.
• Assist in agent development to personalize customer interactions.
• Draft and review customer communications and scripts.
• Share performance metrics and quality scores with the team.
• Conduct routine customer satisfaction calls.
• Address complaints and coordinate with departments to resolve issues.
• Recommend solutions to improve customer experience.

• Degree in Business, Telecoms, IT, or related field.
• 2+ years’ experience in customer experience.
• Understanding of customer experience metrics.
• Proven knowledge of customer service interactions and reporting.
• Excellent written and verbal communication.
• Professional judgment and discretion.
• Passion for delivering excellent customer experiences.
• Customer experience certification.