About the position
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
If you meet the above minimum requirements, send your c.v to careers@gakenya.com 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.
Apply via :
careers@gakenya.com
