Customer Experience Officer at Kenya Institute of Management (KIM)

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