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Family Bank. Customer Experience Jobs.

Family Bank Limited, one of Kenya’s top commercial banks, is looking for professionals with strong credentials and relevant experience to fill the following positions:
Reporting to the Chief Marketing Officer, the incumbent will be responsible for developing a customer experience strategy and working with the branches to ensure implementation.
Key Performance Areas:
* Planning and implementation of customer experience strategy
* Oversee the function of the customer service contact center
* Supervise the branch customer service function
* Training new staff on customer service/experience
* Carry out customer survey to improve the bank’s customer service rating
* Implement customer complaint handling strategy.
Qualifications & key competencies
* Bachelors degree in Commerce, Marketing, Communication or Finance-related field
* At least three years experience in customer service in the service industry preferably in banking
* Understanding of internal and external corporate communication
* High degree of sensitivity, confidentiality and integrity
* Excellent communication, presentation and reporting skills
* Proven integrity, transparency and accountability
* Have strong sales and commercial orientation with marketing and/or research experience.
The integrity of the candidate will be a key consideration. ALL applicants MUST send their online application and CV quoting the position, to: or by Thursday, September 11,2010.
Canvassing will automatically disqualify the candidate. Only short-listed candidates will be contacted.
We are an equal opportunity employer

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