Job Title: Senior Officer – Customer Experience
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.
How to Apply
Interested candidates are requested to send their cover letter and CV to hr@rafiki.co.ke quoting the position applied for on the e-mail subject on or before 4th November 2025 at 5:00pm.
Note: “Only shortlisted candidates shall be contacted”