Assistant Manager Customer Experience

About the position

Job Summary:

The Overall Purpose of the position is to maintain customer satisfaction for both internal and external customers of the Company, by providing problem-solving resources, managing staff, and ensuring the smooth running of the Customer Experience Unit

Duties and Responsibilities:

• Developing, documenting, implementing, and improving the Customer Service Charter/SOP
• Monitoring and measuring the Customer Experience in line with the Service Charter and Standards
• Defining the KPIs for the Customer Service Team and close monitoring of their operations
• Arranging timely training of the Customer Service Team on products, process, system, Customer Service Orientation and more as and when required by the team
• Ensure all issues are tracked correctly and on time escalation is done wherever required
• Ensuring follow-through of the resolution of customer issues post-escalation
• Sharing daily reports related to the Customer Service function including the Escalations to respective stakeholders within the Organization
• Monitoring and reviewing the performance of the Customer Service Team
• Managing the organization’s service recovery policy/ initiatives
• Coordinating with the cross-functional team
• Designing and launching creative and effective Customer Experience campaigns to improve service levels and staff awareness.
• Creating and managing the customer feedback program and mechanism, managing customer queries and complaints, and escalating them accordingly.
• Specification of the customer relations manual functionalities and management of the same
• Preparing management reports relating to the Customer.
• Implement and Manage the Call Center for queries and information.
• Follow up on online quotations/ Queries to be responded to on time from various departments.

Audit and Compliance

• To ensure follow-through of policies and procedures as set out

Job Holder Specifications:

Education/Qualifications:

• Relevant University Degree

Working Experience:

• 5 – 8 years experience

Join us

If you meet the above minimum requirements, send your c.v to careers@gakenya.com to indicate the position applied for on the email subject line to be received on or before 28th January 2022. Only shortlisted candidates will be contacted.