Customer Experience Executive at Safaricom Investment Co-operative (S.I.C.)

The customer experience executive will avail a productive and motivating working environment addressing issues and disputes from members or customers by being the first point of contact to offer seamless and enjoyable customer experience. Assist in identifying areas of improving and risk for mitigation

Application Instructions  

All applicants should send their applications via the link and all documents sent should be on PDF.

What You Will Do

• Oversee and address daily customer issues and disputes.
• Adopt and implement a customer relationship system to enhance customer loyalty.
• Assist in coordinating with internal teams to ensure seamless customer service.
• Handle all inbound calls through the customer care line, maintaining a call success rate of over 90%.
• Escalate customer issues to appropriate officers and provide first call resolution.
• Engage in cross-selling products during customer calls.
• Manage the main customer service email address, ensuring responses are prompt, accurate, and within 12 hours.
• Follow up on open email cases to ensure resolution and capture customer feedback for improvement.
• Maintain a tidy front office with necessary informational materials, and support in receiving and distributing documents.
• Provide courteous and professional service at the reception, anticipating and responding to customer needs effectively.

Qualifications

• At least 1-3 years experience working in a call center.
• Diploma / certificate in public relations, communications or related field.
• Some of the key skills required for this role are great communication skills good analytical skills and organizational skills.
• Proficiency in data entry and Microsoft Office applications, with strong attention to detail and accuracy.