Customer Experience Coordinator

Job description

Qualifications

Education Background: Diploma or bachelor’s degree in marketing, Business Administration, Communications, Public Relations, or a related field.

Relevant Experience: 2–4 years’ experience in customer service, customer experience, retail support, marketing support, or a similar role.

Systems and Tools: Experience using CRM systems and Microsoft Office tools (especially Excel, Word, and PowerPoint).

Added Advantage Experience: Experience in customer surveys, field support, events/activations, or loyalty/customer programmes is an added advantage.

Core Skills: Strong written and verbal communication skills, organization, and ability to work across office and field activities. Fluent in English and additional local languages is a plus.

ZAQA-certified qualifications are mandatory.

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The Customer Experience (CX) Coordinator supports Yalelo’s customer service operations and customer engagement initiatives by managing customer communications, coordinating service training, supporting feedback and survey activities, and helping drive customer-facing programs that improve satisfaction, loyalty, and brand trust.

Key Responsibilities & Critical Success Measures. Responsibilities & Critical Success Measures

Customer Service Call Handling: Manage customer service calls and CRM records, ensuring timely responses, accurate logging, and proper follow-up/escalation of complaints.

Customer and Retail Communication: Coordinate communication with external customers and internal teams (especially retail outlets) to support service delivery and issue resolution.

Training and Feedback Support: Conduct customer service trainings and support customer feedback/survey activities to improve frontline service standards.

·Consumer Insights Support: Support consumer insights work (surveys, data cleaning, enumerator support) and help generate accurate customer feedback data.

·Customer Programmes and Activations: Coordinate customer-facing projects (loyalty card programme, activations, CSR/marketing support, events, ad-hoc projects) with successful execution, timely dispatch, and positive customer engagement outcomes.

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Functional Competences

Customer Service Management: Strong customer service and complaint-handling capability, including professional communication and escalation management.

Cross-Functional Coordination: Good coordination and collaboration skills across departments (Retail, Marketing, Logistics, Operations, etc.) and with external stakeholders.

Data and Reporting Support: Ability to support basic data capture, survey administration, data cleaning, and simple reporting/trackers.

Training and Facilitation: Training and facilitation ability to support frontline customer service improvement initiatives.

Planning and Multitasking: Good planning and multitasking skills to manage recurring tasks, projects, and activations simultaneously.