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Customer Experience Officer - Nairobi HQ

Closing: Sep 24, 2022

This position has expired

Published: Aug 27, 2022 (2 months ago)

Job Requirements

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Job Summary

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As a Customer Experience Officer, you will provide phenomenal customer experience at the NCL Head office. In this role, you will interact with our clients one-on-one daily, provide customer service and use consultative techniques to retain customers. You will be working with and through others, building and maintaining relationships and working closely and accurately within established guidelines. You will be working in an environment based on teamwork, respect, performance, and responsibility.


Responsibilities
As a Customer Experience Officer, you will provide phenomenal customer experience at the NCL Head office. In this role, you will interact with our clients one-on-one daily, provide customer service and use consultative techniques to retain customers. You will be working with and through others, building and maintaining relationships and working closely and accurately within established guidelines. You will be working in an environment based on teamwork, respect, performance, and responsibility.



  • Answers incoming customer calls regarding service questions and general client concerns.

  • Ensuring all internal calls are redirected to the main extension to avoid dropping of calls.

  • Capturing walk in enquiries and reasons for visit in the system and ensuring clients are served within the set sla.

  • Meet all customer needs and exceed expectations, upholding our strong reputation

  • Continually expand your knowledge of our business in order to accurately answer question and address client concerns.

  • To assist Finance and Operation Department on 2022 system enhancements on data entry and monitoring

  • Monitoring of collateral release closure and scanning of signed green copies in CRM in liaison with the Credit team.

  • Scanning, attaching and dispatching debt collection department documents relating to client’s files to branches for filing.

  • Ensuring effective, timely and prompt booking of boardroom is done to avoid double booking.

  • Work with the management team to stay updated on product knowledge and be informed of any changes in company policies.

  • Ticketing and resolving customer inquiries, concerns, and complaints either directly or by referring to another staff member within the service level agreements.

  • Ensure a notification is sent to the branches for acknowledgement and follow up of parcels sent.

  • Receiving, sorting, and dispatching mail to respective persons and branches.

  • Ensuring that stationery and other stock requisition is efficiently done on a monthly basis.

  • Notify security/GM about unescorted guests and emergency situations.

  • Maintain reception area clean and organized.

  • Welcoming and serving clients with desired refreshments.

  • Perform basic data entry when needed.

  • Any other duty assigned by the line manager.

Qualifications & Skills

  • Bachelor’s degree in business administration or any other customer service related course.

  • 2+ year experience working in customer service.

  • Proven experience as front desk representative, agent or relevant position

  • Proficiency in the use of MS Word, Excel, email and experience with the Internet.

  • Proficient in English (oral and written).

  • Familiarity with CRM system and practises.

  • Training on NCL Marketing plan and policies & procedures


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