Customer Experience Specialist

About the role

A Customer Experience Specialist is needed in Kateshi, Zambia, to manage inbound customer calls and emails professionally and efficiently, aiming for one-touchpoint resolution. The role takes ownership of customer inquiries from first contact through satisfactory resolution and maintains about a 40% outbound call ratio to give proactive support.

Key responsibilities

• Contact customers with updates on orders, returns, product assistance requests and other outstanding matters, giving accurate information on orders, shipments and expected delivery timelines.
• Proactively communicate delays and other changes that could affect deliveries, and offer solutions such as product substitutions or split shipments.
• Provide responsive confirmations so customers can plan for product deliveries.
• Act as a liaison for customer requests raised by Sales Representatives, keeping both parties informed throughout resolution.
• Collaborate with Sales, Quality, Operations, Revenue Cycle Management and other teams to resolve customer needs.

Required profile

• Bachelor's degree in Business Administration, Communications, Marketing, Customer Experience, Healthcare Administration or a related field is preferred.
• At least 2 years of experience in customer service and/or order management.
• Experience handling customer inquiries by phone and email; experience managing orders, returns and complaints is advantageous.
• Experience working independently in a fast-paced customer service environment is preferred.
• Experience in the medical device industry is preferred but not required.