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Customer Experience Officer


Job Summary

Location : Nairobi Kenya
Total View :2066
Job type : Full Time
This job has already expired



Job Description

Roles and responsibilities:

  • Drive usage growth and increase transaction volumes from the newly on boarded and existing clients.
  • Handle customer queries/complaints and provide appropriate solutions and alternatives within the SLA’s and follow up to ensure timely resolution.
  • Build strong client relationships through a deep understanding of their business needs and proactively identify new product expansion opportunities
  • Upsell/cross sell company products to existing clients and achieve the set targets.
  • Liaise with different departments to resolve service problems affecting customers.
  • Prepare weekly departmental debriefs.
  • Service recovery: turn a complaint/unhappy customer into a loyal satisfied customer with professional, empathetic service recovery
  • Maintain high level of product knowledge sufficient to advise customers
  • Meet the set targets on TAT, Quality monitoring and Voice of the Customer Knowledge:

 Skills and Experience required for this Role

  • Proficient knowledge of customer service, and standard customer service practices and procedures.
  • Outstanding organizational skills.
  • Excellent Communication skills
  • Excellent Phone, email etiquette
  • Tech savvy
  • Team player
  • Customer focused
  • Problem solving
  • Office suite Proficiency
  • Enthusiastic and proactive

Educational Requirements:

  • Higher diploma in business or related discipline, Skills/ Attributes:
  • Years of Experience (Minimum) 2+ years’ experience Customer Service Experience
  • Excellent communication skills and Good interpersonal skills.


If your qualifications, experience and competencies match the above specifications, please submit your detailed CV for consideration.


Frank Management Consult Ltd
Nyaku House, 1st Floor Argwings Kodhek Rd,Hurlingham
Contact Us: info@frank-mgt.com or
call us at (254) 020 2724724 / (254 )745897222.

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