CUSTOMER EXPERIENCE OFFICER
PURPOSE:
To provide general
customer service in respect to all lines of business for all CIC subsidiaries.
Responsibilities
- Receive in-bound communication from CIC stakeholders
through email and phone calls and respond to these queries in a timely and
efficient manner in accordance to the call centre contact strategy;
- Conduct out-bound communication to CIC
stakeholders, and collect referrals for distribution;
- Carry out monthly customer callouts for all lines
of business;
- Collect and analyse customer feedback at the group
level and document as required;
- Manage and efficiently resolve customer
complaints;
- Provide customers with product and service
information;
- Update existing customer information as required;
- Identify and escalate priority issues;
- Follow up prospective customer queries for
conversion into new business;
- Document all call information according to
standard operating procedures and produce reports;
- Respond to queries on social media within the
standard timelines;
- Conduct training of staff on customer service
related topics.
PERSON SPECIFICATIONS
Qualifications.
- Degree in a business related field.
- Customer experience training is an added advantage
- Up to two (2) years’ relevant experience
Skills and Attributes
- Excellent communication and presentation skills
- Problem solving skills
- Excellent interpersonal skills
- Computer literate in MS Office and other office
applications
- Understanding of the working environment /competitors
How to Apply
If you have the
aforementioned professional and academic qualifications and you are ready to
execute the above mandate, kindly send your resume to the address below
indicating on the subject of your email the job title
Strictly apply through:https://cic.co.ke/job-application/clearly
indicating the position being applied for. E.g. Customer Experience Officer
The application should
reach us by close of business on 15th July, 2021. Please note only short
listed candidates will be contacted. If you do not hear from us by 22nd August,
2021 consider your application unsuccessful.
