Jobs Career Advice Signup
X

Send this job to a friend

X

Did you notice an error or suspect this job is scam? Tell us.

  • Posted: Dec 17, 2020
    Deadline: Dec 23, 2020
    • @gmail.com
    • @yahoo.com
    • @outlook.com
  • Want to get a job fast? Signup and complete your profile on MyJobMag. Employers will find you 4x faster with a complete profile. You can download your completed profile anytime
    History The Kenya Institute of Management (KIM) is a membership based non-profit making professional management organization committed to the promotion of excellence and integrity in the practice of management. The Institute was established in 1954 as a premier institute that provides management consultancy and capacity building services to corporate orga...
    Read more about this company

     

    Customer Experience Officer

    MAIN RESPONSIBILITIES OF THE JOB

    Managerial / Supervisory/ Operational Responsibilities or roles:

    • Attend to customers   by responding to their queries and providing guidance where necessary.
    • Receive correspondences for the institution, sign for receipt and facilitate dispatch to the respective office or persons.
    • Capture visitors’ details in a visitors’ register and issue visitors card for identification purposes.
    • Collect customer feedback and prepare weekly reports to help in improving products /services.
    • Cross selling the Institute's products to potential and existing customers to aid the department in meeting its targets.
    • Conduct live chats with potential customers who visit KIM Website to ensure they are well informed and they receive all the needed customer support.
    • Manage SMS code by generating daily SMS reports and responding accordingly to enhance efficient communication with customers.
    • Follow up on online applications to convert online prospects to customers.
    • Participate in marketing campaigns to create awareness of KIM products.
    • Responsible for proper arrangement and layout of the front office to ensure good ambience and display of Institution’s promotional materials.

    Responsibility for physical assets

    • Computer
    • Switchboard
    • Mobile Phone
    • TV Screen

    Nature of Decision Making

    Operational

    KNOWLEDGE,  SKILLS AND EXPERIENCE

    Minimum level of academic qualification, skills and knowledge required to perform effectively in the role:

    Bachelor’s Degree in Marketing /Communication or any other related field.

    Minimum level of personal and professional experience required to perform effectively in the role:

    Experience in Front Office Management/ Customer Experience skills desirable

    Minimum months or years of experience required to have to be appointed to the position :

    Three(3) years of experience

      KEY PERFORMANCE INDICATORS 

    • Clear database of possible live leads.
    • Well documented weekly reports on front marketing activities.
    • Increased level of awareness among visitors.
    • Generated live business leads for further follow up and conversion.
    • Satisfied inbound clients that will give repeat business and referrals.
    • Timely response to customer enquiries.
    • Increased KIM brand loyalty and equity.
    • Reduced customer complaints
    • Neat and welcoming front office.
    • Clear visitors handling process.

    COMPETENCIES

    Technical

    • Public Relations
    • Enterprise Resource Planning(ERP)
    • Customer service  skill

    Behavioral

    • Continuously seeks new ways of doing things, find creative ways to improve  client  experience with the institution
    • Gives and receives feedback from peers or other team members with a view to improving customer experience.
    • Makes concrete attempts to add value to client expectation.
    • Actively pursue own development on relevant knowledge to enhance skills set and knowledge base.

    WORKING RELATIONSHIPS

    Internal customers

    • Staff
    • Students
    • Members

    External Customers

    1. Customers
    2. Suppliers
    3. Parents
    4. Public

    Method of Application

     Interested candidates are advised to visit our website: www.kim.ac.ke for more in- formation. Application letters in MS Word format can be sent to the email address: recruitment@kim.ac.ke to reach us by 23th December, 2020.

    In addition, please attach a curriculum vitae that contains details of your qualifications, experience and positions held relevant to this role. Include your day and evening telephone numbers, email address, names and address of three professional referees.

     NB: Late applications will not be considered. Only shortlisted candidates will be contacted.

    KIM is an equal opportunity employer.

    Learn how to get a job in any industry you want. Read 72 Hours to The Job You Love

  • Send your application

Back To Home
Average Salary at Kenya Institute of Management (KIM)
KSh 43K from 10 employees
Mysalaryscale.com

Career Advice

View All Career Advice

Subscribe to Job Alert

 

Join our happy subscribers

This website uses cookies to improve your experience. By using this site you agree to the storing of cookies on your device to enhance navigation, analyze site usage, and assist in our marketing efforts. To learn more, see our Cookie Policy. Accept and Close
 
 
 
Send your application through

Yahoomail Gmail Hotmail