Title:  Voice of Customer Agent

We Go Places! How about you?
Location: Windhoek
Function: Commerce
Sub Function: Commerce - Sales - Other Support
Type of Contract: Permanent

Job Grade: B3

PURPOSE

The Voice of the Customer (VoC) agent's main role will be directly contacting NBL customers via Telephone/Email/SMS to conduct NPS surveys on our Primary and secondary drivers. The agent will also be responsible for post-survey customer engagement on the service provided by NBL during the end-to-end VoC process and providing customer feedback on solutions implemented to address customer pain points.

QUALIFICATIONS & EXPERIENCES:

• Diploma in Business, Communication, Marketing, or related fields.
• 1 year experience in customer service experience
• Proficient in Microsoft Office (Word, Excel, PowerPoint, MO365)
• Experience with customer relationship management (CRM) software is an advantage.
• Any additional languages other than English and Afrikaans will be an advantage

KEY ACCOUNTABILITIES

• Engage with customers to collect feedback on products, services, and experiences
• Coordinate the Resolution process
• Collaborate with internal teams to promptly address and resolve customer issues.
• Assist with data analysis of Customer Master Database for preparation for VoC Process
• Customer Engagement to verify customer master data
• Contribution to process and service delivery improvements.

SKILLS & ATTRIBUTES

• Emotional intelligence
• Pro-active thinking
• Adaptability
• Problem-solving skills
• Sound judgement skills
• Decision-making skills
• Attention to detail
• Time Management
• Objection & rejection handling of customers as well as salespeople

CLOSING DATE: 14 October 2024

Namibia Breweries Limited as an Equal Opportunity Employer is committed to an organisational culture that recognises, appreciates and values inclusion and diversity. Preference will be given to Namibian Citizens and designated persons as prescribed by the Namibian Affirmative Action (Employment) Act, Act 29 of 1998.