Customer Experience Executive

Job Summary

Provide first contact customer support through the available channels in the Bank’s 24/7 Contact Center

KEY PERFORMANCE INDICATORS

• Transactional Customer Satisfaction Index and/or NPS Score
• Number of resolved client queries at first contact.
• Service Quality Assurance Score
• Adherence to Service Level Agreements & Schedule
• Campaign reach rate
• Compliance to KYC/AML and applicable banks processes and procedures
• Product and Process Post Training Score

KEY RESPONSIBILITIES

• Handle customer enquiries and concerns through the various channels in the Contact Centre and Reception.
• Obtain information necessary to respond appropriately to customer requests or route interactions.
• Ensure adherence to schedule & managing of customer interactions for delivery of planned Service Level.
• Identify and escalate/route complex customer issues to the appropriate person/department for resolution as per the escalation matrix. 
• Receive and process customer’s instructions as per procedure.
• Onboard customers onto the digital platforms & encourage utilization.
• Document all interactions according to the standard operating procedures. 
• Make outgoing calls to customers’ existing and potential customers and track details of the interaction as prescribed in the campaign. 
• Build value demand by educating customers about available services, products, or benefits to sell, cross sell and upsell.
• Initiate investigation through escalation of complaints not solved on-line to the Back-office Team and Contact Centre Operations Manager.
• Support in Service Quality Audits from time to time.
• Any other duties as shall be assigned from time to time.

Educational Qualification

• Undergraduate degree from a recognized university.

Professional Qualifications

•  Certification in contact center or customer services is an added advantage

Knowledge and Skills

• Excellent command of written and spoken English and Swahili.
• Experience manning multiple queues.
• Experiencing using Customer Relationship Management Tools Knowledge of KYC/AML and Data Privacy
• Knowledge of customer service principles and practices. 
• Excellent data entry and typing skills.
• Proficient in MS Office Applications

Experience

• 1 year work experience in a financial institution, front facing or Contact Centre role in the service industry