CUSTOMER EXPERIENCE EXECUTIVE
Position Description
Job Title: Customer Experience Executive
Reports To: Customer Experience Supervisor
Department: Customer Experience
Supervises: Direct: Indirect:
N/A N/A
Interacts/Interfaces
with:
Internal: External:
Customer Experience Supervisor;
Customer Experience team Customers
Job Purpose
To serve as the primary point of contact for customers by delivering
exceptional support across inquiries, complaints, service requests and
digital ordering platforms.
Responsibilities
Key Accountabilities
Handle customer inquiries, complaints and service requests.
Provide first-contact resolution and escalate unresolved cases.
Maintain accurate customer records in CRM systems.
Drive onboarding and adoption of digital ordering platforms.
Support order conversion, retention and customer satisfaction.
Provide customer feedback and improvement recommendations.
Key Performance
Indicators
Customer Satisfaction (CSAT) for assigned interactions
First Contact Resolution
Case Resolution Time
Digital Platform Onboarding & Activation Rate
Quality Assurance Score
Customer Retention / Repeat Usage Rate
Person Specification
Education, Training,
Skills & Experience
Educational Level
Must have
Bachelor’s degree in Business, Marketing, Commerce or a related
field.
Working Experience
2–3 years of customer service, customer support, contact centre
operations or customer experience experience.
Experience using CRM systems and digital engagement platforms is a
plus.
How to apply:
To apply, please send your resume and cover letter to recruitment2@truenorthafrica.com with subject line Customer Experience Executive by 20th November, 2026.
All applications shall be acknowledged as received but only shortlisted candidates will be contacted.
All applicants should share their CV’s and Cover Letters in PDF or MS Word STRICTLY