Customer Experience Officer Job in Kenya

Job

Title: Customer

Experience Officer

Reports

to: Customer

Care Manager

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.

• 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.

• 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

• 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

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

• 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.

• 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

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.