Customer Experience Specialist at UPDC Plc

Responsibilties

• Monitor service request workflows to optimize response and resolution times.
• Develop and implement best practices for effective ticketing, prioritization, and escalation procedures.
• Coordinate with maintenance teams, vendors, and contractors to ensure service requests are completed efficiently.
• Utilize facility management software CMMS, ResolvR) to track service tickets and generate performance reports.
• Act as the primary point of contact for escalations related to service delivery issues.
• Conduct regular customer feedback surveys and analyze trends to improve service quality.
• Drive initiatives to enhance customer satisfaction, ensuring a positive experience for all stakeholders.
• Implement key performance indicators (KPIs) to measure and improve service performance.
• Collaborate with customer service team in handling facility-related tickets.
• Provide training and coaching to ensure high levels of customer service and technical competency.
• Develop and enforce standardized processes for service request handling.
• Foster a culture of accountability, efficiency, and continuous improvement.
• Leverage technology (e.g., ticketing systems, analytics, AI-based automation) to improve service response times and efficiency.
• Identify opportunities for automation and process improvements in facility service operations.
• Collaborate with IT and operations teams to enhance the use of digital tools for tracking and managing service requests.
• Generate and analyze service performance reports, identifying trends and areas for improvement.
• Provide insights based on ticket volume, resolution times, backlog issues, and customer feedback.
• Develop data-driven strategies to reduce service request backlogs and improve operational efficiency.
• Ensure that all service activities comply with safety regulations, company policies, and industry
• standards
• Monitor and address potential risks related to facility operations and service delivery.
• Work closely with compliance teams to ensure adherence to contractual obligations and regulatory requirements.

Qualifications

• Interested candidates should possess a Bachelor’s Degree with 4 years experience.