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Service Excellence Officer
Ref: SE0/BA/0922

  • Closing date 12 Sep 2022

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.



Main Duties

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


Qualifications & Experience
  • 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


Other Requisites
  • 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


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