Customer Experience Coordinator - Johannesburg, South Africa - bp

Verified Company

Johannesburg, South Africa

1 week ago

Posted by:

Thabo Mthembu

beBee Recruiter

Description

Location

South Africa
Johannesburg
Travel required
No travel is expected with this role
Job category
Marketing
Relocation available
This role is not eligible for relocation
Job type
Professionals
Job code

RQ06931

Experience level
Intermediate

Job summary

Entity:

Customers & Products

Job Family Group:

Marketing Group

Job Summary:

The Customer Experience Coordinator (CEC) is a member of the Retail Operational Excellence team and has responsibility for executing work that contributes to the store's operations and customer experience.

The role administers and provides input into multiple existing customer experience programs: Dealer Performance Scorecard, Employee Capabilities, and Incentive Programmes.

The role also co-develops new programmes designed to enhance the customer experience on retail sites.

The CEC will work in partnership with operations, marketing, training, and digital enablement experts to deliver store and dealer profitability and growth through driving market leading customer service and brand experiences on all our sites across the country.

Key Accountabilities:

Delivery of Existing Programs

Administer customer service programs that will deliver an exceptional service on site while driving a healthy competition amongst employees nationally.
Dealer Scorecard and employee incentive programme administration
Analysing customer feedback on programs, recommending improvements, as well as preparing reports.
Documenting processes and logging technical issues, as well as customer compliments and complaints.
Tracking customer experiences across online and offline channels, devices, and touchpoints.
Processing Purchase Orders in a timely and accurate manner
Participation in Development of New Programs
Collaborate with others and work cross functionally and be a part of the convenience transformation program as an active participant and provide voice of customer expertise to enhance customer service and brand experience.
Identify customer needs and collaborate with internal departments to optimize customer services and brand awareness.
Support development of employee capabilities assessment and training interventions.
Performing proof of concept testing, facilitating improvements, and project management of execution of new concepts
Manage the development of the new bp and WBC uniforms
Job Holder Requirements:

Education

A bachelor's degree in marketing, communications, advertising, business management, or in a related field preferred.
Proficiency in MS Office tools
Understanding/use of Fraxion, and P2P processes
Skills & Competencies

Customer centric mindset

Innovative thinker with a passion for detailed execution
Performance orientated and selfstarter.
Commitment to creating an exceptional customer experience.
Solid knowledge of online customer engagement platforms and channels.
Great organizational and time management abilities.
Ability to prioritize, plan and execute while being agile
Strong interpersonal skills and a customercentered approach.
Travel Requirement

No travel is expected with this role

Relocation Assistance:

This role is not eligible for relocation

Remote Type:

This position is a hybrid of office/remote working

Skills:

Agility core practices, Customer centric thinking, Customer Segmentation, Customer value proposition, Decision Making, Digital fluency, Generating customer insights, Loyalty Management, Sector, market, customer and competitor understanding

Legal Disclaimer:

If you are selected for a position and depending upon your role, your employment may be contingent upon adherence to local policy.

This may include pre-placement drug screening, medical review of physical fitness for the role, and background checks.