Customer Experience Executive at Minet Kenya

The Customer Experience Executive will be responsible for fostering and maintaining strong relationships with clients and other stakeholders through proactive engagement, seamless scheme administration, and effective communication. The role aims to ensure excellent service delivery and enhance client satisfaction.

Duties and Responsiblities

• Handle member inquiries across all channels in line with company turnaround times and established standard operating procedures.
• Manage all incoming and outgoing correspondence within the division.
• Assist in member registration and work collaboratively to deliver fast effective support.
• Foster and sustain strong strategic relationships with key stakeholders.
• Accurately log and report client feedback through the designated ticketing tool.
• Accurately capture minutes during departmental meetings and ensure prompt submission.
• Perform any other duties as assigned by the supervisor.

Key Result Areas

• Maintain positive customer service feedback and excellent rating scores.
• Impactful and effective client engagement initiatives.
• Enhanced customer satisfaction through the reduction of service-related complaints.
• Demonstrated ability to drive and sustain a high customer retention rate.
• In depth and prompt customer service reporting.

Key Competencies

• Strong relationship management skills.
• Excellent interpersonal and communication skills (both oral and written).
• Proficiency in report writing.
• Strong knowledge of Microsoft Office applications (Word, Excel, PowerPoint).
• Effective client relations and conflict resolution skills.

Knowledge And Skills Required

• Strong people management and interpersonal skills.
• Excellent planning and organizational abilities.
• Analytical and problem-solving skills.
• Strong knowledge and skills set in maintaining quality assurance standards
• Strong negotiation skills.
• Two (2) years’ work experience in a similar role.

Professional and Academic Qualifications

• A Bachelor’s degree in either of the following: Business Administration, Marketing, Communications, Hospitality Management, Public Relations or Psychology.
• A certification in Customer Experience is an added advantage.