Customer Operations Specialist // TZ

About this job As Customer Operations Specialist // TZ you will be accountable for effectively enabling all customer touchpoints and managing operational partner relationships, by delivering solutions to challenges and opportunities identified. This position will be based in Dar es Salaam, Tanzania and will report directly to the Customer Operations Lead & Customer Ops Specialist // KE. You will Proactively drive the operational efficiencies of the customer experience in line with company processes and agreed standards. Identify and act on opportunities for continuous service improvement and to resolve any issues that may arise through gathering and understanding product feedback via customers, reporting and other initiatives such as research calls, focus groups and surveys. Provide support and monitor all partner customer touchpoints, including professional and effective training to all JUMO and Client Call Centre Agents on the use of our products and on resolving customer queries. Build excellent internal and partner stakeholder relationships to ensure customer centricity in all decision making. Proactively initiate and drive projects with the objective of improving customer experience metrics. Observe customer calls and extract key insights to prepare insightful reporting, including social media and operations trends, in order to enhance the overall customer experience. Manage all customer escalations and support queries within SLA, by driving internal stakeholder reso