Securex
Job
Title: Customer
Experience Officer
Ref: SEC/HR/DOC/001
Reports
to: Customer
Care Manager
Direct
Reports: N/A
Key
Responsibilities:
Customer
Care
- Ensure
the delivery of quality service to customers and the projection of a
professional and warm image.
- Respond
to all inbound correspondence as per the Securex promise.
- Proactively
act and follow up on assigned customer requests / complaints to closure
and keep customers updated on the status.
- Ensure
effective use of systems and adequate engagement of customers to capture
all relevant details for faster resolution of complaints
- Timely
resolution of customer issues and escalation of any issues outside job
scope and follow through to ensure closure
- Ensure
that all customer requests and complaints are logged on evolution
- Regular
communication to clients on service issues to include LTOs, false
activations, trainings conducted etc.
- Provide
communication support to other Business units.
- Prepare
and maintain customer records such as contracts, welcome letters among
others within agreed timelines.
- Ensure
good housekeeping and filing of customer documents, internal reports and
any other documents
- Take
advantage of interaction with customers to educate them on all our
products and services and encourage them to participate and give feedback.
Business Growth
- Drive
profitable volume growth through new business acquisition and maximizing
both new and existing customer engagement.
- Deepen
existing relationships and grow share of wallet / potential value within
Securex
Training & Development
- Ensure
100% Participation in knowledge sharing activities designed to enhance
product, processes, procedure and system knowledge enhancement.
Compliance
- Ensure
compliance with customer care and Securex policies and procedures.
- Ensure
adherence to ISO quality assurance policy and OSHA health and safety
policy
Dimensions / KPI’s
Corporate
success factors:
- Deliver
quality service, every day, every time.
- Leading
provider of innovative technology based security solutions.
- Adherence
to a robust revenue collection policy.
- Continuous
improvement of processes, procedures and service delivery.
- Value
adding talent management and succession planning model.
Key Competencies / Skills
Working
with People
- Shows
respect for the views and contributions of other team members;
- shows
empathy;
- listens,
supports and cares for others;
- consults
others and shares information and expertise with them;
- builds
team spirit and reconciles conflict;
- adapts
to the team and fits in well.
Relating and Networking
- Easily
establishes good relationships with customers and staff;
- relates
well to people at all levels;
- builds
wide and effective networks of contacts;
- uses
humor appropriately to bring warmth to relationships with others.
Delivering Results and Meeting Customer Expectations
- Focuses
on customer needs and satisfaction; sets high
- standards
for quality and quantity;
- monitors
and maintains quality and productivity;
- works
in a systematic, methodical and orderly way;
- consistently
achieves project goals.
Following Instructions and Procedures
- Appropriately
follows instructions from others without unnecessarily challenging
authority;
- follows
procedures and policies;
- keeps
to schedules;
- arrives
punctually for work and meetings;
- demonstrates
commitment to the organization;
- complies
with legal obligations and safety requirements of the role.
Achieving Personal Goals and Objectives
- Accepts
and tackles demanding goals with enthusiasm;
- works
hard and puts in longer hours when it is necessary;
- seeks
progression to roles of increased responsibility and influence;
- identifies
own development needs and
- makes
use of developmental or training opportunities.
Entrepreneurial and Commercial Thinking
- Keeps
up to date with competitor information and market trends;
- identifies
business opportunities for the organization;
- maintains
awareness of developments in the organizational structure and
politics;
- demonstrates
financial awareness;
- controls
costs and thinks in terms of profit, loss and added value.
Required qualifications / experience
- Bachelor’s
degree in any discipline with a minimum of second class honors upper
division or equivalent.
- Minimum
C+- KCSE or equivalent
- 2
years’ experience in a contact centre
Application Process:
Send
your cover letter, passport size photo and CV to careers@securex.co.ke clearly
indicating on the email heading: ‘Application for the role of Customer
Experience Officer’.
Application
deadline is COB 25th March 2016
Note:
Only shortlisted candidates will be notified.