Customer Experience Officer

About Jackfruit

Jackfruit is a Kenya-based education finance company leveraging technology and data-driven solutions to make affordable financing accessible to schools. Our mission is to transform education finance across Africa, empowering schools, students, and communities through three core pillars:

1. JF Finance – Africa’s Leading Digital School Lender
Providing affordable, customized financing with, in time, impact-linked models that incentivize both educational and financial improvements.

2. JF Hub – The Premier Education Procurement Platform
Developing a marketplace where schools can source high-quality, cost-effective goods and services from trusted suppliers, improving operational efficiency.

3. JF Foundation – Philanthropic Capital for igh-Impact Initiatives
Directing grants and donor funding toward schools, teacher training, and educational innovation to create lasting impact.

For more information, please head to their website and LinkedIn page.

About the Role:

Location: Nairobi, Kenya
Commitment: 6 months Contract with a dynamic and mission-driven team.
Reports to: Head of Marketing

Scope of the role

1. Field inbound calls from customers and potential customers
2. Make outbound calls for direct marketing and outreach
3. Run outbound customer surveys and collect market data for product and credit insights

Key Responsibilities:

• Convert calls to applications or meetings and to upsell or cross sell when appropriate
• Running structured phone surveys and capturing clean data for analysis
• Daily and weekly targets for calls, connect rate, conversions, survey completion, and customer satisfaction
• Serve as the first point of contact for customer inquiries, feedback, and complaints.
• Provide timely and professional support to ensure customer satisfaction.
• Collect and share customer feedback to help improve products and services.
• Maintain accurate customer records and follow up on pending issues.
• Work with other departments to resolve customer concerns effectively.
• Promote a positive company image and build strong customer relationships.
• Following up on inquiries via email that will come through the website

Key Performance Indicators (KPIs):

• Outbound Calls – 30 per day (150 per week).
• Connect Rate – At least 50% (15+ successful conversations per day).
• Average Talk Time – 2–3 minutes per call to ensure quality engagement.
• Conversion to Applications/Meetings – 15% of connections (~2 per day, 10 per week).
• Upsell / Cross-sell – At least 3 per week.
• Survey Completion – 7–10 completed surveys per day.
• Data Accuracy – Minimum 95% accurate CRM entries.
• First Contact Resolution (FCR) – At least 80% of issues resolved without follow-up.
• Response Time to Inbound Queries – Within 24 hours.
• Customer Satisfaction (CSAT) Score – Average ≥4/5 from customer feedback.
• Weekly Call Volume – 150+ calls per week.
• Monthly Call Volume – 600+ calls per month.
• Meetings/Applications Generated – 40–50 per month.
• Surveys Completed – 35–50 per week.
• Work Plan Completion – Maintain ≥88–90% completion rate

Minimum Qualifications

• Diploma or degree in business, communication, marketing, or related field
• 1- 3 years relevant experience in contact center, customer care, tele sales, or survey calling role.
• Basic data skills in Google Sheets or Excel for lead lists and survey logs
• knowledge of a CRM and dialer and call recording tools and WhatsApp Business and SMS
• Familiar with consent for call recording and the Kenya Data Protection Act and basic KYC concepts

Equality & Non-Discrimination Practices: Jackfruit Finance is committed to fostering a work environment that values diversity and inclusivity. We are an equal opportunity employer, and we adhere to the principles outlined in Article 27 of the Constitution of Kenya 2010, which prohibits discrimination on the grounds of race, gender, ethnicity, religion, disability, and social status.