About Smart Foundry

Smart Foundry is a pioneering Venture Studio dedicated to creating and scaling startup companies that address African challenges through strategic partnerships and innovative solutions. With a focus on crafting digital wonders, Smart Foundry has a proven track record of launching successful ventures that make a meaningful impact in various industries. Leveraging its expertise and experience, Smart Foundry is constantly pushing the boundaries of innovation and forging ahead with exciting new ventures such as Kwanza and Ishi, poised to revolutionize their respective industries.

Are you passionate about solving customer’s pain points and Improving lives? Do you thrive in a collaborative environment where creativity meets Technology and Digital prowess? If so, then Smart Foundry is searching for a talented and enthusiastic Customer Experience and Support Specialist to join our growing team.

In this role, you will:

• Tracking customer experiences across online and offline channels, devices, and touchpoints.
• Collaborating with IT developers, as well as the production, marketing, and sales teams to enhance customer services and brand awareness.
• Aligning customer experience strategies with marketing initiatives. as well as informing customers about new product features and functionalities.
• Identifying customer needs and taking proactive steps to maintain positive experiences.
• Responding to customer queries in a timely and effective manner, via phone, email, social media, or chat applications.
• Analyzing customer feedback on product ranges and new releases, as well as preparing reports.
• Performing product tests, evaluating after-sales and support services, and facilitating improvements.
• Documenting processes and logging technical issues, as well as customer compliments and complaints.
• Keeping informed of industry trends and new CRM technologies.

We're looking for someone who:

• A Bachelor's degree in marketing, communications, advertising, business management, or in a related field preferred.
• At least 2 years' experience as a customer experience specialist, or a similar customer support role.
• Extensive experience in gathering and interpreting customer experience information.
• Solid knowledge of online customer engagement platforms and channels.
• Proficiency in MS Office, as well as CX and CRM software
• Exceptional interpersonal skills and a client-centered approach.
• Great organizational and time management abilities.
• Superb communication, collaboration, and problem-solving skills.