Customer Experience Officer Purpose
To deliver comprehensive customer service across all lines of business for all CIC subsidiaries.
- Lead the planning, execution, and supervision of the CRM implementation project.
- Collaborate with cross-functional teams to gather requirements and ensure alignment with organizational needs.
- Develop and conduct training programs to promote user adoption and satisfaction.
- Handle inbound communication from CIC stakeholders through email and phone calls, responding promptly in accordance with the call center contact strategy.
- Initiate outbound communication with CIC stakeholders and gather referrals for distribution.
- Perform monthly customer callouts for all lines of business.
- Collect and analyze customer feedback at the group level and document it as needed.
- Efficiently address and resolve customer complaints.
- Provide customers with information about products and services.
- Update customer information as required.
- Identify and escalate high-priority issues.
- Document all call information following standard operating procedures and generate reports.
- Respond to inquiries on social media within established timeframes.
- Conduct staff training on customer service-related topics.
Academic and Professional Requirements
- Bachelor’s Degree in Communication and Public Relations.
- Proficiency in MS Office and other office applications.
- Customer Experience Specialist (CXS) Certification.
- Minimum of 2 years of relevant experience.
To apply for this job please visit cic.co.ke.