Compliance Specialist
The Client Relations Lead is responsible for managing and enhancing the customer experience across all touchpoints. This role involves overseeing complaint resolution, driving process improvements, strengthening third-party relationships, and leading digital transformation initiatives to ensure customer satisfaction and loyalty.
The main duties include but are not limited to:
- Manage and resolve customer complaints escalated via all channels—verbal, written, and through Customer Management systems—ensuring timely and effective resolution.
- Develop and implement initiatives to enhance the customer journey, aiming to reduce complaints related to pre- and post-sales inefficiencies, measured against established KPIs. Foster and strengthen relationships with third-party agencies (e.g., BOCRA, Consumer & Competition Authority) through continuous engagement and effective feedback mechanisms.
- Monitor and improve the performance of digital assets (Social-Media, Orange Yame, Website) to deliver an enhanced customer experience.
- Lead the digital support initiatives, acting as the digital champion to ensure the successful and timely execution of all related projects.
- Expand and manage the customer support team, including outsourced call centres, to handle front-office complaints for both B2B and mass-market segments
- Identify gaps within the customer journey and collaborate with stakeholders to revise processes and implement projects using agile and TTM methodologies.
- Oversee contract management processes, ensuring continuous review and improvement of termination procedures to enhance customer experience.
- Regularly review and refine retention strategies, proactively implementing actions to reduce customer churn in collaboration with the Marketing Department. Act as the primary point of escalation for customer issues, providing support both during and outside of regular working hours as needed.
- Consolidate and address Quality of Service issues discussed at weekly steering committees, ensuring corrective actions are implemented and followed up.
- Align with the company’s digital transformation initiatives, actively participating in meetings, workshops, and steering committees to incorporate digital solutions.
- Support the Orange Money business by ensuring effective complaint management and quality assurance in customer interactions.
- Ensure strict adherence to processes related to complaints and service requests, guaranteeing no issue goes unnoticed.
- Analyse customer payment behaviours and overall value to inform targeted retention strategies, in line with company policies.
- Track, manage, and report on customer-related metrics through comprehensive daily, weekly, and monthly reports to management.
- Supervise and optimize team performance, setting and maintaining highquality standards.
- Take ownership of all customer issues, regardless of origin, with a focus on daily complaint resolution.
- Ensure the timely and effective resolution of customer issues in accordance with SLAs and customer expectations.
- Lead the team’s transition to an agile working model and support digital transformation efforts across customer service functions
Skills:
- Proficiency in Computer Literacy
- Excellent Communication Skills
- Business Acumen
- Customer-Centric Mindset
- Interpersonal Skills
- Organizational Skills
- Patience and Resilience
Qualifications and Experience:
- Masters Degree in Business Studies, Customer Service, or a related field.
- 5 years of experience in Customer Service or related operational roles.
Interested candidates who meet the minimum requirements can submit their applications, updated CV and certified copies of their academic certificates to: jobsbw.obw@orange.com
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