Customer Experience Consultant - 13 Posts at National Bank of Kenya

Job Reference No: NBK/OPS/05/2026
Position Scope:

• The role serves as a critical communication link between the Bank and customers through digital channels – telephone, SMS, emails, social media to address customer queries and complaints, and provide information in real time for improved service delivery, customer satisfaction, loyalty and retention.

Key Responsibilities:

• Handle incoming and outgoing interactions with customers professionally as per defined standards.
• Provide customers with product or service information.
• Handling customer complaints per defined procedures
• Record all customer interactions in eCRM or any other platform as may be required and track for resolution.
• Liaise with other departments or teams in resolving issues or providing specific information requested by the customer.
• Promptly escalate issues that require the attention of the Team Leader, Manager, or Head of Department
• Follow up on customer inquiries not immediately resolved.
• Promptly action customer requests to:
  • disable/block instruments/channels reported lost/stolen/damaged/compromised.
  •  Re-order instruments.
• Conduct closure calls to obtain customer occurrence for resolved complaints.
• Stay updated on product knowledge, and be informed of any changes in services, products, policies, and procedures to ensure correct guidance to customers.
• Upsell and cross-sell products and services.
• Identify and recommend potential products or services to management by collecting customer feedback and analyzing customer needs.
• Administer the switchboard by receiving incoming calls from customers and staff.
• Attend and participate in divisional/ departmental meetings on team updates, new products, systems, and new processes.
• Perform other duties as assigned.

Education/Professional Qualifications, Skills & Experience:

• Banking and/or Contact Center Experience preferred
• Knowledge and understanding of bank products.
• Proven analytical skills
• Excellent communication skills
• Excellent Problem-solving skills
• Excellent interpersonal Skills
• Team player
• Proficiency in use of information technology
• Independent, objective and Self-motivated and can work with minimal supervision