The Kenya Institute of
Management hereby seeks to recruit results-oriented and self-driven experienced
professional to join our team for the position of:
Customer Experience Officer
Customer Experience Officer
The Kenya Institute of
Management is the hub of management and leadership excellence providing the
highest quality professional and institutional development programs for greater
growth and expanded opportunities.
We achieve this through our
service / product portfolio including: Membership Development Programs,
Professional Diploma in Management and Certifications, Executive Short Courses,
Management Consultancy, Research Solutions, Entrepreneurship and Business
Skills Training, Business Advisory Services, Business Excellence and
Recognition Awards (OPI / COYA / SMOYA) and Management Magazine.
Purpose of the Job: This position reports
to the Head of Marketing and is based at the Head Office.
The position holder will be
responsible for delivering quality services at the front office through
dissemination of information of KIM’s product portfolio and be the point of
reference for feedback on customer enquiries.
Principal Accountabilities / Key Result Areas
Principal Accountabilities / Key Result Areas
1. Efficiently,
effectively and conclusively handle all enquiries through walk-ins, telephone
and email. Offer a one stop solution to all enquiries concerning the whole
range of KIM products – KIMSOM, Training and Consultancy programs, Membership
as well as SME Solution Center projects.
2. Make
available updated and neat marketing material for all products at the front
office.
3. Systematically
track, analyze and make periodical reports on all enquiries and share it for
business improvement
4. Innovate
methods of perfecting customer experience at the front office through enhanced
customer focus.
5. To
promote KIM corporate brand by ensuring the front office constantly adorns the
corporate image. Brand the reception with corporate’s vision and mission
statements and core value posters placed strategically and visible to all our
visitors.
6. To
control human traffic at the front office by efficiently linking visitors to
their hosts.
7. Deliberately
create awareness of about the KIM full range of products to the visitors.
Generate business leads from our visitors and hand them over to the relevant
SBUs for follow up and business conversion.
Key Performance Indicators
1. Customer
service excellence rating at 95%.
2. 70%
conversion rate to all business related enquiries.
3. At
least ten (10) new business leads generated for all SBUs in a month.
4. Weekly
report on all the enquiries received and the way forward for each.
5. Availability
of updated and neatly placed marketing material at the front office.
6. Dispensation
of enquiries within five (5) minutes.
7. Excellent
ambiance at the front office.
The Person:
Skills and Experience
Required
- University
degree with qualifications in Customer Service, Marketing and Public
Relations or related field.
- A minimum of 3
years relevant work experience.
- An in-depth
understanding and experience of the operations of a Customer Care
Division.
Personal Attributes
- Ability to work
under extreme pressure with little or no supervision.
- Excellent
verbal, written and critical thinking skills are required.
Excellent listening skills
- Excellent
planning and organization skills.
- Go getter and
results oriented.
- Ability to
prioritize matters.
- A high level of
integrity and confidentiality.
- Have well
developed interpersonal skills.
- Knowledge and
high proficiency in use of ICT.
- Presentable
- Problem
analysis and problem-solving
- Attention to
detail and accuracy
- Data collection
and analysis
- Excellent
customer service
How to Apply
Apply HERE for the customer experience officer.