Officer – Customer Experience at Rafiki Microfinance Bank

JOB DESCRIPTION

• Handle phone calls, emails, live chat messages, SMS texts, and support tickets for the bank.
• Attend to Communication via other forms of Media such as social media.
• Receive customer complaints, queries and document for action.
• Compilation of customer feedback report and analysis.
• Welcome customers/visitors visiting central office and ensure they are assisted efficiently.
• Follow up to ensure customer queries are resolved within stipulated SLAs.
• Provide support to other customer service in branch units as and when needed.
• Conduct internal and external customer surveys.
• Any other official duty that may be assigned from time to time.

KNOWLEDGE, SKILLS AND EXPERIENCE REQUIRED FOR THIS ROLE.

• Bachelor’s degree in social sciences
• 1-2 Years working experience.
• Interpersonal skills.
• Integrity.
• Teamwork.
• Critical Thinking.
• Empathy.
• Analytical skills.
• Decision-making skills.
• Time management skills.
• Confidentiality.