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  • Posted: Dec 17, 2020
    Deadline: Dec 23, 2020
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    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...
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    Customer Experience Officer


    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



    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


    • 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.



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


    • 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.


    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: for more in- formation. Application letters in MS Word format can be sent to the email address: 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

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Average Salary at Kenya Institute of Management (KIM)
KSh 43K from 10 employees

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