Assistant Manager Customer Experience Job


Share and send to your friends !
Customer Experience Jobs In Kenya.

Job Summary:

The Overall Purpose of the position is to maintain customer satisfaction for both internal and external customers of the Company, by providing problem-solving resources, managing staff, and ensuring the smooth running of the Customer Experience Unit

Duties and Responsibilities:

  • Developing, documenting, implementing, and improving the Customer Service Charter
  • Monitoring and measuring the Customer Experience in line with the Service Charter and Standards
  • Ensuring follow-through of the resolution of customer issues post-escalation.
  • Managing the organization’s service recovery policy/ initiatives.
  • Designing and launching creative and effective Customer Experience campaigns to improve service levels and staff awareness.
  • Creating and managing the customer feedback program and mechanism, managing customer queries and complaints, and escalating them accordingly.
  • Specification of the customer relations manual functionalities and management of the same
  • Performing continual Customer Service Training and Development
  • Monitoring and reviewing the Customer Experience Unit’s performance
  • Preparing periodical customer experience reports and other management reports relating to the Customer.
  • Implement and Manage the Call Center for queries and information.
  • Follow up on online quotations/ Queries to be responded on time from various departments.

Audit and Compliance

  • To ensure follow-through of policies and procedures as set out

Job Holder Specifications:

Education/Qualifications:

  • Relevant University Degree
  • Relevant Professional Certifications
  • Membership to a professional body
  • Financial Services experience in a similar role will be an added advantage

Working Experience :

  • 5 – 8 years experience
How To Apply

If you meet the above minimum requirements, send your CV to [email protected] indicate the position applied for on the email subject line to be received on or before 1st November 2021. Only shortlisted candidates will be contacted.

N.B: 1.Dont Miss Out On Your Next Job. Let's Have Your CV. .

NB: 2. How Can I Advance In My Career? . .

Accounting Jobs In Kenya. Title: Account Payable, Industry: Logistics, Transport & Hospitality, Location: Mombasa, Gross Salary: Competitive, Danros Kenya Limited is seeking to hire an Accounts Payable individual who will…
Department : Finance Role:   Accounts Receivables Intern Tenure: 3 months Internship Reporting to:  Finance Team Lead About SunCulture Founded in 2012 SunCulture’s Vision is to build a world where…
 Legal Associate Job, Latest Legal Jobs In Kenya 2021,  Our client a leading firm in the legal Industry is currently looking to hire a Legal Associate. Responsibilities Managing Client Relationship…
Enterprise Solution Engineer Job, IT Kenyan Jobs 2021,  The Position: The Enterprise Solutions Engineer is responsible for the creation of technically complex multi-component solution designs and partners with Enterprise and…
Accounts Assistant Job, Current Kenyan Accounting Vacancies, Job Title: Accounts Assistant – Howard Humphreys (East Africa) Ltd Reports to: Finance Manager Location: Nairobi Role Profile The Accounts Assistant will be…
In line with the Government’s commitment to support youth empowerment, Kenya Power is offering continuing Bachelor’s Degree, Diploma and Craft Certificate students an exciting opportunity to gain hands-on work experience…
Engineering Jobs In Kenya Job Ref. No.  J L IL0 10, Position:   AI/ML Engineer, We currently have an exciting career opportunity for  AI/ML Engineer  within the  Digital   Lab…