Customer Experience Officer at Delsco

The overall purpose of the Customer Experience Officer Contact Centre position is to acquire, grow and deepen customer relationships through excellent service delivery and cross-selling and up-selling the Bank products.

Responsibilities:

• Business growth:
  • Generation of new leads, cross sell and upsell of Bank products and services through outbound calls as well as during customer and non-customer interaction.
  • Deepen existing relationships with the aim of enhancing customer retention.
  • Participate in revenue generation initiatives such as account funding campaigns.
• Customer satisfaction
  • Providing relevant information to customers on request
  • Resolving customer complaints in the shortest turnaround time
  • Timely updating customers on new products and services
• Compliance:
  • Ensure compliance with Credit Bank Customer Service Standards and Contact Centre quality processes.
  • Ensure compliance to all Credit Bank Policies and Procedures.

Key Activities:

• Ensure delivery of excellent service to all internal and external customers whilst projecting a professional and warm image.
• Ensure efficient, friendly and professional onboarding of all new customers.
• Respond to all inbound correspondence as per the Bank Customer Service standards.
• Proactively act and follow up on received customer requests / complaints to closure whilst ensuring regular updates and feedback to customers.
• Ensure effective use of systems and adequate engagement of customers to capture all relevant details for faster resolution of complaints and queries.
• Timely resolution and escalation of any issues outside job scope and follow through to ensure closure.
• Ensure all customer requests and complaints are documented.
• Regular communication to customers on product campaigns and any other outbound communication as may be required.
• Provide communication and service support to other Business units as may be required from time to time.
• Participate in customer satisfaction Surveys and service monitoring aimed at measuring and benchmarking the Bank service standards.
• Ensure good housekeeping and filing of customer documents and internal reports.
• Take advantage of interaction with customers to educate them on all our products and services and encourage them to participate and give feedback.

Qualifications/ Experience:

• Bachelor’s degree in any discipline with a minimum of second class honors upper division or equivalent.
• Minimum B in KCSE or equivalent
• Proven work experience in customer service or contact centre
• Must be able to work in shifts including night shift

Skills:

• Excellent interpersonal skills
• Excellent command of English and Kiswahili both spoken and written
• Excellent collaborative and team work skills
• Must be result oriented
• Excellent organization and planning skills

Wage: Kshs.  1200 per day average Kshs. 30,000 per month Gross