Customer Experience Specialist
Customer Experience Specialist
Location: Namibia / Zambia / Zimbabwe (Regional Role)
Reports to: Head of Commercial Operations
Travel: ~30–40% (field presence required)
Department: Customer Success & Growth
🌍 ABOUT THE ROLE
The Customer Experience Specialist (CXS) is at the center of Jabu’s customer relationships. This role ensures every customer is welcomed, trained, supported, and continuously engaged throughout their journey with Jabu.
You’ll be the “voice of Jabu” to the customer and the “voice of the customer” to Jabu — ensuring that communication is proactive, support is fast, and our products are used effectively across Zimbabwe, Zambia, and Namibia.
This is a hands-on execution role — you’ll be in the field, on WhatsApp, on calls, reviewing dashboards, fixing issues, and driving account growth. You’ll connect operations, technology, and commercial teams to guarantee every customer has an excellent experience.
🎯 CORE RESPONSIBILITIES
1. Customer Onboarding & Activation
- Welcome and onboard every new customer after partnership signing.
- Create and manage the official WhatsApp group (customers + Jabu team).
- Introduce Jabu’s team, support channels, and escalation paths.
- Conduct onboarding sessions to train customers on JabuSafe, JabuTap, dashboards, wallets, and reporting tools.
- Ensure onboarding completion is documented and tracked in CRM.
2. Relationship Management & Retention
- Maintain daily visibility on customer activity (deposits, transactions, inactivity).
- Proactively contact customers showing reduced engagement or deposits.
- Conduct monthly field visits and weekly performance reviews with key accounts.
- Build long-term partnerships through consistent communication and follow-up.
- Identify cross-sell or up-sell opportunities for Jabu’s product suite.
3. Customer Support & Experience Coordination
- Monitor all customer WhatsApp groups to ensure real-time query resolution.
- Coordinate internally with Tech, Operations, and Finance to close tickets fast.
- Track and escalate issues until resolution — no ticket left behind.
- Continuously refine the tone, clarity, and speed of communication with customers.
4. Data, Reporting & Insights
- Track customer performance metrics: deposits, usage, downtime, and satisfaction.
- Analyze customer data daily to identify adoption gaps or new opportunities.
- Send monthly performance reports to customers with insights and recommendations.
- Share trends and feedback with internal teams to align priorities.
5. Growth, Enablement & Team Development
- Partner with Commercial and Product teams to identify and grow high-potential accounts.
- Support the recruitment and training of local Customer Officers in each market.
- Take ownership of customer health metrics and satisfaction goals.
- Represent Jabu professionally in all meetings and industry engagements.
⚙️ TOOLS & SYSTEM OWNERSHIP
- CRM / Customer Success tools: Maintain customer records, onboarding status, and activity logs (e.g., HubSpot, Airtable, or Jabu CRM).
- Reporting dashboards: Track transaction trends, wallet balances, and product usage.
- Communication tools: Manage WhatsApp groups, call logs, and ticket tracking systems.
- Insight tools: Provide regular feedback loops to Product and Commercial teams.
🧠 PROFILE & SKILLS
- Strong understanding of customer relationships, onboarding, and service delivery.
- Excellent communication and presentation skills (verbal + written).
- Proactive problem-solver — acts fast, owns issues end-to-end.
- Organized and detail-oriented, capable of juggling multiple customers.
- Analytical mindset — comfortable reading dashboards and interpreting data daily.
- Willingness to travel across Zimbabwe, Zambia, and Namibia regularly.
- Hands-on attitude — this role happens in the field, not behind a desk.
💫 WHAT MAKES YOU STAND OUT
You love building relationships that last. You’re the type of person who notices when a customer’s activity dips, calls them before they call you, and turns a potential issue into a new opportunity. You thrive in motion — driving between meetings, hopping on calls, and keeping dashboards green.
At Jabu, we move fast, own our outcomes, and believe customer love is built in the field.