Customer Experience Executive At Safaricom Investment Cooperative

Role Purpose
To create a positive experience for the customer at every touch-point and ensure that the organization’s services exceed the customer’s expectations.

Duties and Responsibilities:

• Build customer relationships by actively listening to customer concerns and giving solutions.
• Manage all inbound calls through the customer care lines.
• Offer first call resolution in an easy and understandable way.
• Manage the main company customer service email address.
• Identify customer needs and take proactive steps to maintain positive experiences.
• Deliver seamless services to customers within the stipulated time-frames.
• Document processes, customer feedback and compliments to improve of services.
Be the single point of contact for assigned opportunities, guiding the client throughout the customer journey

Minimum Requirements
• Diploma and/or equivalent professional experience.
• 3 years call centre experience
Knowledge and Skills:
• Excellent communication skills. Good time management.
• Great reporting skills.
• Ability to work to work independently and in a team.
• Experience working in a call centre/ customer care role. Fast learner and passionate about customer service. Self-motivated with a result-driven approach.