Assistant Customer Experience Officer - 11 Posts at Higher Education Loans Board (HELB)

Ref. No. HELB/021 - Grade 9

Job Profile

The job holder is responsible for ensuring effective delivery of quality customer service across the Contact Centre customer service channels (Inbound calls, Outbound calls, Emails, web chats, website, and social media), Huduma Centres across the country and from diaspora customers.

Job Specifications

The duties and responsibilities of the officer will entail assisting in:

• Delivering quality customer experience across the Contact Centre channels (Inbound calls, Outbound calls, Emails, web chats, website, and social media) or Walk-in customer at Huduma Centre across the country to ensure satisfactory customer service delivery;
• Providing customers with accurate Institution’s product and service information promptly and efficiently;
• Driving the uptake of the Institution’s products and services by disseminating information about new services and service acquisition processes;
• Handling of all Customer queries at the Contact Centre [through email, social media, calls, letters, SMS, web chat and bulk messaging] in line with the Institution’s Citizen Service Delivery Charter;
• Updating customer records in the Institution’s Customer Relationship Management (CRM) system after each interaction with a customer to ensure easy tracking and follow ups on customer cases;
• Advising customers on the status of their loan applications/repayments and providing guidance on loan repayment options;
• Executing the section’s loan recovery initiatives through outbound calls to grow the Institution’s revolving funds;
• Identifying the customer pain points through the Root Cause Analysis reports to address recurrent customer complaints, and to ensure service improvement;
• Escalating non-First Contact Resolution [FCR] customer queries for further investigation to enable end-to-end resolution of customer queries;
• Participating in coaching and mentorship programs for personal career development and to enhance productivity;
• Disseminating the Institution’s publicity updates in the event of any campaigns for awareness creation;
• Adhering to the section’s performance management framework to enhance productivity; and
• Preparing and submitting the required periodic reports to facilitate decision making

Person Specifications

For appointment to this grade, a candidate must have:

• Diploma in Communication, Public Relations, Journalism, Marketing, Social Sciences or equivalent from a recognized institution
• Minimum KCSE C- (minus) or its equivalent from a recognized institution
• Proficiency in Computer Skills
• Fulfil the requirements of Chapter 6 of the Constitution

Key Competencies and skills

• Public Relations skills
• Good communication skills in both English and Kiswahili