Customer Experience Officer

JOB SUMMARY

The Customer Experience Officer will ensure timely and efficient service, addressing customer issues with innovative solutions. The ideal candidate should be enthusiastic, able to learn the system independently, and willing to work overtime when necessary. Strong organizational and time management skills are essential. Additionally, the officer will occasionally collaborate with the sales department.

Job Responsibilities:

Receiving calls, registering clients’ issues and responding to them in a satisfactory manner.
Monitor Hela Pesa live chat and responding to clients’ in a satisfactory manner.
Professionally respond to client queries on social media platforms.
Assist clients’ in downloading Hela Pesa app and help then in registering for Hela Pesa products.
Deliver qualityservice to ensure maximumclient satisfaction.
Continuously PromoteHela’s products and services to clients while in contact with them.
Capture customers’ detailson Hela Pesa Customer servicesystem and followup to ensure all issues are fully resolved.
Manage customer complaints and refer them to other relevant team members for further action.
Analyze customercare issues and prepare requiredreports.
Identify opportunities to continuously improveclients’ experience.
Effectively manage Clients’ issues to maximize their experience.
Supporting sales and marketing team by following up on assigned clients’ issues.

Competencies

Outstanding communication skills.
Excellent interpersonal skills.
Professional phone mannerism/ etiquette.
Attention to details.
Ability to follow through tasks.
Ability to multi task.
Team player

Qualifications

Degree in any business-related field.
At least two-year working experience in customer care.
Good knowledge of the Microsoft Office package including Word, Excel, Outlook &PowerPoint.
The capacity to workwell under high pressure working environment.
Willingness to work on flexible hour’s i.e.in the evenings and weekends when necessary.

Interested and qualified candidates should forward their CV to: helapesa.co.ke/career/ using the position as subject of email.

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