Customer Experience Executive at Safaricom Investment Co-operative (S.I.C.)

What You Will Do

• Oversee and address daily customer issues and disputes.
• Adopt and implement a customer relationship system to enhance customer loyalty.
• Assist in coordinating with internal teams to ensure seamless customer service.
• Handle all inbound calls through the customer care line, maintaining a call success rate of over 90%.
• Escalate customer issues to appropriate officers and provide first call resolution.
• Engage in cross-selling products during customer calls.
• Manage the main customer service email address, ensuring responses are prompt, accurate, and within 12 hours.
• Follow up on open email cases to ensure resolution and capture customer feedback for improvement.
• Maintain a tidy front office with necessary informational materials, and support in receiving and distributing documents.
• Provide courteous and professional service at the reception, anticipating and responding to customer needs effectively.

Qualifications

• At least 1 year experience working in a call centre.
• Diploma / certificate in public relations, communications or related field.
• some of the key skills required for this role are great communication skills good analytical skills and organizational skills.