Senior Officer – Customer Experience at Rafiki Microfinance Bank

Job Summary:

Responsible for standardizing customer service and experience across the bank network to ensure that the team offers top level and efficient service to internal and external customers.

Key Responsibilities:  

• Develop and implement department processes, policies  and procedures to ensure maximum efficiency.
• Oversee the achievement and maintenance of agreed customer service levels and standards.
• Develop and monitor Customer Service performance indicators – customer satisfaction index, mystery shopping index, SLAs, TAT standards and provision of weekly and monthly reports.
• Generate strategic insights from Voice of the Customer studies/surveys done at all customer touch points to improve on product experience.
• Oversee key processes related to the collection of complaints and general customer feedback and ensure closure.
• Management of the contact center: Monitor daily call volumes and work flows to ensure timely and effective responses to phone calls and emails.
• Train on customer service best practice.
• Communicate feedback regarding service failures/customer concerns to the top management of the organization.
• Ensure bi-weekly update of the escalation matrix to drive efficiency.
• Any other official duty as may be assigned by supervisor.

Qualifications:

• Bachelor’s degree from a recognized institution in Marketing or a business-related field.
• 5-6 years working experience.

Skills and Competencies:

• Communication skills
• Interpersonal skills
• Problem Solving
• Analytical
• Self-Driven
• Professionalism
• Innovation
• Quick thinker
• Results oriented
• Computer skills
• Emotional Intelligence; Dynamic individual with the ability to work under pressure.