Customer Experience Officer

Closed for applications

Nairobi • Kenya

Posted: 4 Feb 2026

Apply by: 11 Feb 2026

Expired

Job details

Location

Nairobi • Kenya

Contract Type

Description

QUALIFICATIONS, EXPERIENCE AND COMPETENCIES

Qualified candidates are expected to possess the following:

A minimum of a Bachelor’s degree in a related field.
At least 2 years’ experience in Customer Service in the Financial Services Industry.
Must have Call Center experience.
Be detail oriented and possess strong administration skills.
Must have excellent people skills.
Have exceptional written and oral communication skills.
Ability to work independently and be flexible to work outside normal working hours and in shifts.

Candidates with the required qualifications, experience and competencies who wish to apply for the above position are required to forward their applications together with their CVs, copies of relevant certificates and details of current remuneration

Call Centre Duties

Receiving and processing client instructions from the various customer touchpoints accurately and in a timely manner.
Managing communication on the official customer service email and telephone hotlines and providing prompt, professional responses.
Handling client onboarding, registration from the various customer touchpoints and records management.
Cross selling Company and Group Products

Service Centre Duties

Attending to walk-in clients and addressing their service needs.
Interacting with clients across all touchpoints and resolving queries and complaints efficiently within the set TAT.
Cross selling Company and Group Products

Reporting Duties

Sharing clients’ monthly statements and agents’ commission statements within the set timelines.
Maintaining and updating the complaints register within the compliance timelines.
Updating periodic reports for the department as per the set timelines

Compliance Duties

Ensuring compliance with existing Company controls, policies, and procedures while handling clients and client requests.
Ensuring compliance with regulators while handling clients and client requests.