Job Description
Job Title: Customer Experience Officer
Hiring Organization: Rafiki Microfinance
Location – Locality: Nairobi
Location – Region: Kenya
Industry: Microfinance
Job Type: Full Time
Salary: KES
The main responsibility of the job holder will be to provide efficient and effective customer service through the bank’s communication channels to internal and external customers with utmost level of consistency and quality.
Job Description
• Handle phone calls, emails, live chat messages, SMS texts, and support tickets for the bank.
• Attend to Communication via other forms of Media such as social media.
• Receive customer complaints, queries and document for action.
• Compilation of customer feedback report and analysis.
• Welcome customers/visitors visiting central office and ensure they are assisted efficiently.
• Follow up to ensure customer queries are resolved within stipulated SLAs.
• Provide support to other customer service in branch units as and when needed.
• Conduct internal and external customer surveys.
• Any other official duty that may be assigned from time to time.
Knowledge, Skills And Experience Required For This Role.
• Bachelor’s degree in social sciences
• 1-2 Years working experience.
• Interpersonal skills.
• Integrity.
• Teamwork.
• Critical Thinking.
• Empathy.
• Analytical skills.
• Decision-making skills.
• Time management skills.
• Confidentiality.