Service Excellence Officer
Ref: SE0/BA/0922

BrandActiv is looking for a dynamic Service Excellence Officer who shall assist the Service Excellence & Project Manager in implementing and monitoring initiatives falling under Service Excellence, Quality and Customer Satisfaction.

The job incumbent will be mainly required to:

• Follow up on agreed actions post Customers’ complaints with departments concerned
• Compile data and produce up-to-date data on level of customer service across the organisation
• Coordinate surveys and follow up on action plan
• Coordinate projects and initiatives and provide regular feedbacks to Management
• Work in collaboration with various departments to ensure implementation of strategies and action plans
• Prepare, coordinate and present business information during reviews with all internal & external stakeholders
• Attend to specific needs of customers (internal & external) as well as third parties and ensure that queries and assistance are provided in a timely manner and in compliance with service standards set
• Ensure that the service level provided is up to expectations and standards set and relay any matter impeding service level to Management
• Prepare and produce monthly reports and dashboards or as may be requested by Management
• Ensure service agreements are in placed and renewed, and payment raised in a timely manner

• Diploma in Business Administration or any equivalent qualification
• Above 5 years’ experience in a senior administrative position
• Experience in customer service will constitute an advantage

• Organisational and leadership skills
• Excellent communication and presentation skills
• Result oriented with ability to meet tight deadlines
• Can easily adapt to changes and customer service oriented
• Valid Driving License
• Valid Vaccination Card