Customer Experience Officer Job in Kenya


Job Title: Customer Experience Officer

Ref: SEC/HR/DOC/001

Reports to: Customer Care Manager

Direct Reports: N/A

Purpose of job: The overall purpose of the Customer Care Representative position is to acquire, grow and deepen customer relationships through excellent service delivery and cross-selling and up-selling Securex products.

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.

  • 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 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.