Customer Experience Officer Jobs in Kenya

Customer Experience Officer Jobs in Kenya


Primary Responsibilities:

  • Receive in-bound communication from CIC stakeholders through email and phone calls and respond to these queries in a timely and efficient manner in accordance to the call centre contact strategy;

  • Conduct out-bound communication to CIC stakeholders, and collect referrals for distribution;

  • Carry out monthly customer callouts for all lines of business;

  • Collect and analyse customer feedback at the group level and document as required;

  • Manage and efficiently resolve customer complaints;

  • Provide customers with product and service information;

  • Update existing customer information as required;

  • Identify and escalate priority issues;

  • Follow up prospective customer queries for conversion into new business;

  • Document all call information according to standard operating procedures and produce reports;

  • Respond to queries on social media within the standard timelines;

  • Conduct training of staff on customer service related topics.

    Person Specifications

    Academic Qualifications

  • Degree in a business related field.

    Professional Qualifications

  • Customer experience training is an added advantage.

    Experience

  • Up to two (2) years’ relevant experience.

    Skills and Attributes

  • Excellent communication and presentation skills.

  • Problem solving skills.

  • Excellent interpersonal skills.

  • Computer literate in MS Office and other office applications.

  • Understanding of the working environment /competitors.

    How to Apply

  • For more information and job application details, see; Customer Experience Officer Jobs in Kenya


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