Assistant Manager – Customer Experience & Communication Job Rafiki Microfinance Bank

  • Kenya
  • Permanent
  • Full-time
  • 4 days ago
  • Apply easily
Assistant Manager – Customer Experience & Communication Job Rafiki Microfinance Bank» » » Assistant Manager – Customer Experience & Communication Job Rafiki Microfinance BankBanking Jobs, Rafiki Microfinance Bank Jobs.We are looking for an Assistant Manager – Customer Experience & Communication who will be responsible for standardizing customer experience across the Microfinance Bank network to ensure that the team offers top level and efficient service to internal and external customers.Key Responsibilities
  • Develop and implement department processes, policies, and procedures to ensure maximum efficiency.
  • Oversee the achievement and maintenance of agreed customer service levels and standards.
  • Develop and monitor Customer Service performance indicators – customer satisfaction index, mystery shopping index, SLAS, TAT standards and provision of weekly and monthly reports.
  • Generate strategic insights from Voice of the Customer studies / surveys done at all customer touch points to improve on product experience.
  • Oversee key processes related to the collection of complaints and general customer feedback and ensure closure.
  • Management of the contact center: Monitor daily call volumes and work flows to ensure timely and effective responses to phone calls, and emails.
  • Train on customer service best practice.
  • Communicate feedback regarding service failures/customer concerns to the top management of the organization.
  • Ensure bi-weekly update of the escalation matrix to drive efficiency.
  • Any other official duty as may be assigned by supervisor.
Qualifications
  • Bachelor’s degree from a recognized institution in Marketing or a business-related field.
  • 5-6 years working experience.
How to ApplySend your cover letter and CV to hr@rafiki.co.ke quoting Assistant Manager – Customer Experience & Communication as the subject. Only shortlisted candidates will be contacted.1.Tired of sending out CV's and hearing nothing back? Our recruitment and CV expert team will craft a professional, keyword-optimized CV that gets noticed by employers and A.I. screening tools. Land the Job you deserve. Consult Our Recruitment Team today. Get Interviews in 60 Days - Guarantee Offer.2. Get Hired by Top Employers in Kenya For Free.3.Advance your Skills By Learning A New Skill. Get Certified. Earn A Higher Salary.Related Jobs: , ,How I Got a Job Through C.S.SGet A Job FasterProfessional CV Review & Writing ServiceIs Your CV Getting You Interviews? Stop Missing Interviews! Get Interviews in 60 Days - Guaranteed Offer from Our HR Team.

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