Customer Experience Officer at AA Kenya

Job Purpose

The Customer Experience Officer is the voice of our members and customers inside AA Kenya. The role owns every piece of customer feedback we receive, whether it is praise, a suggestion, a query or a complaint, from the moment it arrives until it is resolved and the customer has been informed. The officer tracks turnaround times, produces a daily feedback report, and works hand in hand with the PR & Marketing Manager to protect and grow the AA Kenya brand.

Key Responsibilities

Customer Feedback Management

• Receive, log and track all customer feedback from every channel: phone, email, WhatsApp, social media (Facebook, X, Instagram, LinkedIn), website, walk-ins, the Uba Mechanic app and Appointed Garages.
• Categorize feedback as compliments, complaints, suggestions or queries, and tag it by department, service and urgency.
• Acknowledge every piece of feedback promptly and keep the customer updated until the matter is closed.
• Route issues to the right department, follow up until they are resolved, and confirm customer satisfaction before closing the case.
• Capture positive feedback and testimonials (with consent) for use in PR and marketing content.

Complaint Handling and Escalation

• Handle complaints with empathy, courtesy and professionalism, and aim to resolve them at first contact wherever possible.
• Escalate sensitive, repeat or high-risk complaints (including social media and reputational risks) to the PR & Marketing Manager immediately.
• Maintain a record of root causes and recurring issues, and recommend corrective actions to prevent repeat complaints.

Turnaround Time (TAT) Management

• Monitor and enforce agreed response and resolution timelines for all feedback.
• Flag cases at risk of breaching turnaround time to the relevant department head and the PR & Marketing Manager before they are breached.
• Report on average response time, resolution time, and the number of open, overdue and closed cases.

 Reporting

• Daily report: a summary of feedback received, categories, actions taken, cases resolved, pending and overdue cases, and any urgent matters, submitted to the PR & Marketing Manager by close of business each day.
• Weekly and monthly reports: trends, recurring issues, customer satisfaction indicators, turnaround performance and recommendations.
• Keep the customer feedback database accurate, up to date and confidential.

Support to the PR & Marketing Manager

• Provide real-time customer insight to inform PR messaging, campaigns and crisis communication.
• Draft holding statements, response templates and customer communication for the Manager's approval.
• Monitor social media and online mentions of AA Kenya, and alert the Manager to emerging issues or negative sentiment.
• Support events, campaigns and activations (such as awards, roadshows and partnerships) by handling customer queries and gathering feedback.
• Help maintain a library of FAQs, standard responses and customer service scripts.
• Undertake any other duties assigned by the PR & Marketing Manager.

Qualifications and Experience

• Bachelor's degree in Communication, Public Relations, Marketing, Business Administration or a related field.
•  2–4 years' experience in customer service, customer experience or a similar role, preferably in a membership, motoring, insurance or service-based organisation.
• Experience with CRM or ticketing systems and social media monitoring tools.
• Proficiency in Microsoft Office (Excel, Word, PowerPoint) and report writing.

Skills and Competencies

• Excellent written and spoken English and Kiswahili.
• Strong listening, empathy and conflict-resolution skills.
• Calm, professional and composed under pressure.
• Highly organized, with strong attention to detail and follow-through.
• Sound judgement on what to escalate and when.
• Ability to analyze data and spot trends.
• Discretion and respect for customer confidentiality.
• A team player who takes ownership and accountability