Assistant Manager Customer Experience Job

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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:


  • 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.

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