Customer Experience Officer

Dimkes DT Sacco is seeking a highly motivated Customer Experience Officer to join their team at their branches. This role is a crucial first point of contact, requiring someone with demonstrable experience in providing exceptional service and handling customer inquiries with professionalism and efficiency. Located at the branch level, you will be responsible for ensuring a positive and welcoming environment, resolving complaints, managing accounts, and driving business development through membership recruitment and deposit mobilization. If you are a young Kenyan professional ready to elevate customer experiences and contribute to the growth of a reputable Sacco, apply now!

Job Title: Customer Experience Officer.
Report to: Branch Manager.
Location: Dimkes DT Sacco Branches.
Work Pattern/Hours: As per the Sacco’s HR Policy-Full time.
Start date: Immediately.

Key Responsibilities:

• To take responsibility for being the first point of contact for all callers and visitors in the branch and ensuring that a high quality of service is delivered at all times.
• Receiving customer’s complaints and ensuring that they are assisted.
• Answer telephone enquiries from customers, attend to visitors and assist other staff in the organization with their enquiries.
• To ensure that all calls to the Customer Service desk are dealt with promptly, in line with agreed standards and targets.
• To take ownership and responsibility for all enquiries presented to the Customer Service desk, identify customer needs, and utilizing appropriate questioning and listening skills to identify and offer appropriate solutions.
• Registration and account opening for new customers and other alternative business channels such as M-chipuka
• Customer accounts update.
• Compliance to AML, KYC prudential guidelines in daily operations.
• Maintain corporate image of the branch e.g. Banking hall Cleanliness.
• Assist in Que management for efficient and effective service delivery
• Carry out branch trainings on customer service, customer experience and product management.
• Ensure member retention through calling and activating dormant accounts.
• Ensure promotional and marketing materials are available in all centers and other strategic place in the banking hall.
• Management of visitor’s log and register in the branch.
• Business development- Membership recruitment, deposit mobilizations etc.
• Any other duty assigned.

Ideal Job Holder Specifications:

Academic:

• Degree in business related field or public relations.
• Professional Certifications an added advantage.

Desired Work Experience:

• At least Two (2) years’ working experience.

Attributes:

• Excellent interpersonal Skills.
• Excellent Communication Skills.
• Strong analytical Skills.
• Good-decision making Skills.
• Good listener.