Customer Experience Officer (French Speaking)

Company Description

Our client is the market leader in the banking industry based in Nairobi Kenya.

The principal responsibility for Customer Experience Officers is to provide after-sales customer support to customers through various mediums of communication, primarily via telephone and e-mail.  The Customer Experience Officer provides a single window for top tier corporate bank customers regarding inquiries on their accounts and the products.

Job Description

Customer Experience Officers are required to:

• Have a direct day to day interaction with customers
• Proactively call customers to check satisfaction level.  Monitor issues raised from the proactive calls and ensure the issues are closed.
• Work with internal partners to obtain answers/solutions to clients’ queries
• Act as the advocate and impetus for process improvements within the bank.
• Engage business partners in a team effort to focus on issues and opportunities that further differentiate the bank as an excellent service provider in the view of our clients
• Participate in customer feedback, root cause analysis of issues and identification of process improvement opportunities
• Manage a portfolio of client relationships and ensures clients are satisfied with and trained on the bank products and services
• Channel customer feedback to unit heads and relationship managers as well as identify sensitive customer issues and escalate the same in line with the escalation process.
• Identify cross sale opportunities for customers and implement the sales as well as position our products to customers.

Qualifications

Successful candidates should have/be;

• Excellent communication skills: verbal and written (experience in business/financial environment)
• Fluent in French; verbal and written (must requirement)
• Client focused – (Meet and exceed expectations)
• 1st Class Honours, 2nd Class Upper Degree or GPA of 3.4 and above

Additional Information

Compensation Terms for this Role

• Monthly Salary of Kshs. 200,000 gross with benefits.

If you are up to the challenge and possess the necessary qualifications and experience, please send your CV and cover letter before the close of business on Tuesday 21st May 2024 on our website www.dorbe-leit.co.ke

Only successful candidates will be contacted