Customer Experience Management Intern at Devien Consult

Job Description

• As a Customer Experience Management Intern with the Firm, you are responsible for supporting the drive to build a strong brand as Africa’s leading transformational coaching firm.
• The Customer Experience Management Intern reports directly to the Customer Experience Management Associate and serves to actualize customer happiness by prompt resolution of queries, customer experience strategies, and goals of the Company, as a global tech-driven business providing personal transformation experiences for thousands of clients around the world.

Job Responsibilities
Your broad roles are as follows: 

• Resolving member queries through email conversations. 
• Providing step-by-step guidance to members on how to enroll in our online platform 
• Creating Frequently Asked Questions Standard Document, responding to Frequently Asked Questions, and using a customer experience script to provide excellent responses. 
• Collation of member’s videos and written testimonials. 
• Escalate difficult situations which are beyond your ability to handle, to the Customer Experience Associate and ensure follow through. 
• Work with the CEA in collating weekly CRM reports including your report. 
• You’d also provide follow-through by liaising with other team members to ensure that all requests or inquiries are conclusive. 
• You would engage in member checkup phone calls to ensure members settle in nicely into the community. 
• You would periodically reach out to the Inner Circle members to determine any pain points, ensure engagement, and confirm value during their time in the Program. 
• We value teamwork; you will be required to work with other team members to resolve issues, deliver exceptional service, and partner to grow the company. 
• Your role will present opportunities for marketing coaching products and services to prospective customers and creatively engaging customers when they make inquiries. 
• You will be required to inform customers of current deals or promotions when they make inquiries. 
• Research on, explore, and report on possible technologies to drive better customer experience management.

MasterMind Community Engagement:
In your role, you would be required to ensure customer satisfaction by assisting the MasterMind Community Engagement Associate in carrying out the following duties:

• Responding to member queries in the MasterMind Community. 
• Providing step-by-step guidance to members on how to navigate the MasterMind Community. 
• Creating Frequently Asked Questions Standard Document, responding to Frequently Asked Questions. 
• Provide reminders to MasterMind members about reviews, courses, etc. 
• Coordinate and drive engagement in the MasterMind Community during reviews and posts. 
• You would also drive discussions around courses and modules on the Learning Platform Community. 
• Provide administrative support to the MasterMind Community Engagement Associate. 

Other Duties:

• In the course of your work, you’d report to your Team Leads directly.
• You are required to take initiative and produce results on any assigned tasks.
• Your responsibility and loyalty are required as staff of the company.
• You will be prepared to serve the Firm anywhere within & outside Nigeria and in whatever capacity the Firm deems appropriate from time to time.

Requirements

• Candidates should possess a Bachelor's Degree.