Customer Experience – Farm & Fresh at Kyosk Digital Services

Customer Experience Role

The role involves managing the Customer Experience for the Farm and Fresh categories, serving Commercial Kitchens, Fresh Kiosks, Local Eateries, Agro Dealers, Food Processors, and Farmers.

Reporting To: Commercial Manager Kenya

Job Overview/Responsibilities

The Customer Experience – Farm & Fresh team member plays a crucial role in representing the voice of the customer, both external and internal, and translating data into actionable insights. They serve as a bridge between customers and the company, providing operational updates and addressing customer queries. Their primary focus is not merely reporting data but understanding the underlying reasons and using qualitative insights to enhance the overall customer experience.

Responsibilities include:

Customer Engagement: This encompasses tasks such as customer relationship management to retain active customers, reactivate churned and dormant customers, and drive various customer segmentation initiatives. Additionally, they manage Delayed Delivery, conduct Cancellation Analysis, and introduce value-added services like Financial Services to customers.

Customer Satisfaction Review: This involves conducting quantitative analysis of recorded CSAT scores after deliveries.

Customer Query/Complaints Management: They are responsible for end-to-end resolution of all customer queries, including issues like Missing Items, Delivery Tracking, and Quality Challenge Replacements. They also oversee the Farm & Fresh Contact Centre Management, leveraging the customer engagement platform and the incident escalation process.

Data Collection and Accuracy: Ensuring the accuracy of customer data and reporting on customer metrics, including activity and retention rates, is a critical aspect of the role. This includes validating and supervising sales data for Market Intelligence and verifying App Catalog Accuracy.

Key Performance Indicators (KPIs):

• Complaints & Query Management: First Contact Resolution & Timely Complaint Resolution
• Customer Activity Metrics, including Activity Rate & Retention Rate
• Customer Satisfaction Rating
• Completion of Customer Experience Projects
• App Adoption
• Revenue Attainment