Assistant Manager - Customer Experience & Communication at Rafiki Microfinance Bank

We are looking for an Assistant Manager - Customer Experience & Communication who will be responsible for standardizing customer experience across the Microfinance Bank network to ensure that the team offers top level and efficient service to internal and external customers.

Key Responsibilities

• Develop and implement department processes, policies, and procedures to ensure maximum efficiency.
• Oversee the achievement and maintenance of agreed customer service levels and standards.
• Develop and monitor Customer Service performance indicators - customer satisfaction index, mystery shopping index, SLAS, TAT standards and provision of weekly and monthly reports.
• Generate strategic insights from Voice of the Customer studies / surveys done at all customer touch points to improve on product experience.
• Oversee key processes related to the collection of complaints and general customer feedback and ensure closure.
• Management of the contact center: Monitor daily call volumes and work flows to ensure timely and effective responses to phone calls, and emails.
• Train on customer service best practice.
• Communicate feedback regarding service failures/customer concerns to the top management of the organization.
• Ensure bi-weekly update of the escalation matrix to drive efficiency.
• Any other official duty as may be assigned by supervisor.

Qualifications

• Bachelor's degree from a recognized institution in Marketing or a business-related field.
• 5-6 years working experience.