Customer Experience Manager at COPEDU PLC | Kigali : Deadline: 11-03-2024

RECRUITMENT NOTICE

COPEDU PLC, is a trading company engaged in savings and credits. It was registered as a trading company in the Development Bank (RDB) on February 21, 2013 and licensed by the Central Bank of Rwanda (BNR) on 13/03/2014 to operates as a microfinance institution in Rwanda.

COPEDU PLC invites interested all qualified, capable candidates to apply for the vacant position here below:

1. Customer Experience Manager 

General Description

The Customer Experience Manager will play a pivotal role in ensuring the seamless delivery of services to our valued customers. This role encompasses overseeing various touchpoints of customer interaction to enhance satisfaction and loyalty. 

Task Descriptions 

• Develop strategies to improve overall customer experience across all channels;
• Analyze customer feedback and implement necessary changes to enhance satisfaction levels;
• Collaborate with cross-functional teams to address customer pain points and streamline processes;
• Monitor key performance indicators related to customer satisfaction and retention;
• Lead initiatives to train and empower frontline staff to deliver exceptional customer service;
• Implement systems and processes to ensure efficient handling of customer queries and complaints;
• Stay updated on industry trends and best practices in customer experience management.
  
  
  

Requirements

• Bachelor’s degree in business administration, Marketing, or a similar field;
• At least 4 years of experience in a customer-facing role;
• Strong communication and interpersonal skills;
• Analytical mindset with the ability to interpret data and derive actionable insights;
• Proficiency in CRM software and other relevant tools;
• Excellent problem-solving abilities and a customer-centric approach;
• Ability to work well under pressure and meet tight deadlines;
• Flexibility to adapt to changing customer needs and business priorities.

All applications must include a motivation letter, a copy of the ID, a detailed Curriculum Vitae including three references, and a copy of the notified degrees, these documents should be sent to the following e-mail address: hr-recruitment@copeduplc.rw no later than March 11, 2024. Only selected candidates will be contacted.

Done at Kigali on February 27^th, 2024. 

MUYANGO Raïssa

Managing Director