SERVICE DELIVERY EXECUTIVE

Department: CX

Reports To: CX & Ops Lead

The Service Delivery Executive ensures efficient service delivery by verifying job postings, managing orders, tracking leads, and addressing customer inquiries across multiple channels. The role focuses on delivering a positive customer experience, maintaining product knowledge, and collaborating across departments. Key success metrics include client engagement, conversion rates, and customer satisfaction.

Service Delivery

• Conduct thorough verification of employers to ensure compliance with job posting standards and policies.
• Manage and post jobs sourced through scraping activities.
• Moderate and approve self-service job posts through the Applicant Tracking System (ATS).
• Create and manage order numbers for sales processes.
• Process sales orders and confirm payments.
• Scrape potential leads from different job boards.
• Track and update lead progress in the CRM system.

Customer Support

• Respond to customer tickets daily, ensuring timely and effective resolution through the Zoho Desk.
• Handle and resolve customer inquiries and complaints through calls, WhatsApp, and other channels.
• Respond to Google reviews and social media requests/inquiries.

Creating a Positive Customer Experience

• Receive and treat customers with respect and dignity.
• Answer incoming calls from BrighterMonday Uganda clients.
• Be empathetic and compassionate when handling customer complaints.
• Exercise patience and follow up on all customer issues until fully resolved.
• Make courtesy calls to BMU customers as required.
• Ensure an excellent end-to-end customer experience.
• Manage relationships to increase client retention.
• Escalate and resolve all customer issues.

Product Knowledge

• Learn all product details, prices, and capabilities.
• Provide accurate product information to customers.
• Conduct regular internal ATS walkthroughs for a better team experience with the online platform.
• Diagnose and resolve technical issues with ATS.
• Continuously improve product knowledge and customer service skills.

Administration

• Escalate unresolved issues to the immediate supervisor.
• Enter accurate and honest information into BMU data systems.
• Capture high-quality data to enhance customer service.
• Support a conducive environment for both internal and external customers.
• Provide weekly task progress reports to the supervisor.
• Contribute ideas and feedback to BMU strategy for customer experience improvement.
• Collaborate with other departments.
• Perform any other duties as assigned.

Performance Metrics

• Engage all clients monthly.
• Improve website, inbound, and call request conversion rates to 25% and above.
• Increase client verification to 10% and above.
• Scrape 500+ listings from competitor websites monthly.
• Collect at least two testimonials per month.
• Improve Google and Facebook review scores to 4.5 and above.

Requirements

Qualifications, Experience, and Skills

• Degree in a relevant field from a recognized institution.
• Proficiency in CRM systems, job posting platforms, and Microsoft Office Suite.
• Excellent emotional intelligence and empathy.
• Strong reporting skills.
• Effective time management and ability to handle multiple tasks and prioritize efficiently.
• Excellent interpersonal skills.
• Strong verbal and written communication skills in English.
• Ability to work independently or as part of a team.
• Critical thinking skills with a creative, solution-oriented mindset.
• Strong problem-solving abilities.
• Good influencing and negotiation skills.
• Flexibility and ability to work under pressure to meet deadlines.
• Willingness and eagerness to learn new ideas.