Principle Accountabilities

• Ensure service standards are defined and documented.
• Ensure Service Officers are adhering to defined service standards and SOPs.
• Monitor and ensure all Customer Experience related matters are properly logged into the supporting system and tracked to closure.
• Trend issues logged, conduct root cause analysis and seek resolution of issues both specific issues and on a global scale.
• Ensure all branch staff are aligned on Customer Experience quality and related matters.
• Conduct Training Needs Assessment based on review of work output and organize for refresher training for branch staff on matters Customer Experience.
• Ensure adherence to all customer related processes within the branches.
• Follow-up and closure of all customer complaints from the branch, document and report on the same. Track to resolution.
• Attend branch meetings and highlight gaps noted.
• Support the branch teams in engagement of survey respondents with a view to improve the ratings.
• Provide weekly and monthly reports to Head of Customer Experience as guided.
• Track and measure all Customer Experience related metrics in the branch against set targets. E.g. ensure sustained reduction in error rates on all customer related processes e.g. account opening, loan, RTGS etc.
• Ensure that CSOs contact all customers whose accounts are dormant or inactive and tracking the same.
• Support branches to meet their CSAT, CES and NPS targets and track them.
• Co-ordinate coaching and trainings for the CSOs to attend with regards to service.

Key Competencies and Skills

Technical Competencies

• Computer /IT skills, including knowledge of Microsoft office applications e.g. Word; Excel; PowerPoint etc.
• Good understanding of the bank products and services
• Telephone operating skills
• Process orientation
• Strong business acumen
• Analytical Skills
• High Emotional Intelligence
• Good report writing skills
• Develops and Inspires Others: Builds and maintains relationships that motivate, guide, and/or reinforce the performance of others toward goal accomplishments. Develops self and others to improve performance in current role and to prepare for future roles; seeks and provides feedback and coaching to enhance performance.
• Must have comprehensive background with all aspects of Training (i.e. experience in the various skills in Customer Service).
• Must be analytical and must have strong verbal, interpersonal skills, written and presentation skills.
• Able to provide constructive feedback. Possesses the qualities of a leader. Excellent management skills.
• Excellent phone etiquette.
• Proficient query management and resolution.

Professional data collection via telephone interview

General Competencies

• Excellent written and verbal communication skills (articulate) coupled with good listening and critical reasoning skills.
• Keen to details.
• Proactive, confident, energetic and able to work under pressure with a positive attitude and use good organization skills.
• Fluent in both written and spoken English and Kiswahili.
• Good listening skills.
• Customer Service skills (soft skills).
• Good Interpersonal skills.
• Negotiation skills.
• Time management skills.
• Good selling/influencing skills.
• Sensitivity to customer issues.
• Team working and Networking skills.
• Good analytical skills.
• Customer Focused.

Minimum Qualifications, Knowledge and Experience

Academic Qualification

• Bachelor’s Degree from a recognized University.

Experience

• At least 3 years working experience in a Customer service role preferably as a Customer Service Officer.