Description

Customer Experience Management

• Coordinate front-office customer service operations.
• Ensure customers receive timely, accurate and professional assistance.
• Monitor adherence to customer service standards.
• Handle escalated customer complaints and service issues.
• Promote a customer-focused culture across the organization.

Customer Feedback and Service Improvement

• Coordinate customer satisfaction surveys.
• Analyze customer feedback and identify service improvement opportunities.
• Monitor customer service performance indicators and prepare reports.
• Maintain customer complaints and feedback records.
• Recommend improvements to customer service processes.

Stakeholder Engagement

• Support stakeholder engagement initiatives.
• Coordinate customer education and awareness programs.
• Assist in organizing customer forums and outreach activities.
• Support communication and dissemination of organizational information.

Team Coordination

• Supervise Customer Care Assistants and customer service support staff.
• Support onboarding, coaching and mentoring of customer service personnel.
• Monitor service performance and provide guidance to staff.
• Promote teamwork and service excellence.

Administrative Responsibilities

• Maintain customer service databases and records.
• Prepare periodic customer care performance reports.
• Support implementation of departmental work plans.
• Participate in budgeting and procurement processes affecting customer service operations.
• Perform any other duties as may be assigned from time to time.

Education

• Diploma in Customer Service Management, Public Relations, Communications, Business Administration, Marketing, Public Administration, Social Sciences or a related field from a recognized institution.

More Details on Experience

• Minimum four (4) years' relevant experience in customer service, stakeholder engagement or customer relations.
• Demonstrated experience in a leadership or supervisory role
• Demonstrated merit and ability as reflected in work performance and results.
• Fulfil the requirements of Chapter Six of the Constitution of Kenya.

Required

• Customer Service and Customer Experience Management
• Communication and Interpersonal Skills
• Leadership and Team Coordination
• Conflict Resolution and Problem-Solving Skills
• Report Writing and Analytical Skills
• ICT Proficiency including CRM Systems

Added Advantage

• Emotional Intelligence
• Stakeholder Engagement Skills
• Results Orientation

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