{"id":826765,"date":"2025-09-15T18:51:27","date_gmt":"2025-09-15T15:51:27","guid":{"rendered":"https:\/\/campusbiz.co.ke\/careers\/?post_type=job_listing&p=826765"},"modified":"2025-12-24T00:13:13","modified_gmt":"2025-12-23T21:13:13","slug":"826765-jackfruit-finance-customer-experience-officer-nairobi","status":"expired","type":"job_listing","link":"https:\/\/campusbiz.co.ke\/careers\/?post_type=job_listing&p=826765","title":{"rendered":"Customer Experience Officer"},"content":{"rendered":"

About Jackfruit<\/h4>\n

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:<\/p>\n

1. JF Finance \u2013 Africa\u2019s Leading Digital School Lender<\/strong>
\nProviding affordable, customized financing with, in time, impact-linked models that incentivize both educational and financial improvements.<\/p>\n

2. JF Hub\r\n \r\n \r\n <\/g>\r\n <\/g><\/svg><\/span><\/a> \u2013 The Premier Education Procurement Platform<\/strong>
\nDeveloping a marketplace where schools can source high-quality, cost-effective goods and services from trusted suppliers, improving operational efficiency.<\/p>\n

3. JF Foundation \u2013 Philanthropic Capital for igh-Impact Initiatives<\/strong>
\nDirecting grants and donor funding toward schools, teacher training, and educational innovation to create lasting impact.<\/p>\n

For more information, please head to their website <\/use><\/svg><\/span><\/a>and LinkedIn <\/use><\/svg><\/span><\/a>page.<\/p>\n

About the Role:<\/h4>\n

Location<\/strong>: Nairobi, Kenya
\nCommitment<\/strong>: 6 months Contract with a dynamic and mission-driven team.
\nReports to<\/strong>: Head of Marketing<\/p>\n

Scope of the role<\/strong><\/p>\n

    \n
  1. Field inbound calls from customers and potential customers<\/li>\n
  2. Make outbound calls for direct marketing and outreach<\/li>\n
  3. Run outbound customer surveys and collect market data for product and credit insights<\/li>\n<\/ol>\n

    Key Responsibilities:<\/h4>\n
      \n
    • Convert calls to applications or meetings and to upsell or cross sell when appropriate<\/li>\n
    • Running structured phone surveys and capturing clean data for analysis<\/li>\n
    • Daily and weekly targets for calls, connect rate, conversions, survey completion, and customer satisfaction<\/li>\n
    • Serve as the first point of contact for customer inquiries, feedback, and complaints.<\/li>\n
    • Provide timely and professional support to ensure customer satisfaction.<\/li>\n
    • Collect and share customer feedback to help improve products and services.<\/li>\n
    • Maintain accurate customer records and follow up on pending issues.<\/li>\n
    • Work with other departments to resolve customer concerns effectively.<\/li>\n
    • Promote a positive company image and build strong customer relationships.<\/li>\n
    • Following up on inquiries via email that will come through the website<\/li>\n<\/ul>\n

      Key Performance Indicators (KPIs):<\/h4>\n
        \n
      • Outbound Calls \u2013 30 per day (150 per week).<\/li>\n
      • Connect Rate \u2013 At least 50% (15+ successful conversations per day).<\/li>\n
      • Average Talk Time \u2013 2\u20133 minutes per call to ensure quality engagement.<\/li>\n
      • Conversion to Applications\/Meetings \u2013 15% of connections (~2 per day, 10 per week).<\/li>\n
      • Upsell \/ Cross-sell \u2013 At least 3 per week.<\/li>\n
      • Survey Completion \u2013 7\u201310 completed surveys per day.<\/li>\n
      • Data Accuracy \u2013 Minimum 95% accurate CRM entries.<\/li>\n
      • First Contact Resolution (FCR) \u2013 At least 80% of issues resolved without follow-up.<\/li>\n
      • Response Time to Inbound Queries \u2013 Within 24 hours.<\/li>\n
      • Customer Satisfaction (CSAT) Score \u2013 Average \u22654\/5 from customer feedback.<\/li>\n
      • Weekly Call Volume \u2013 150+ calls per week.<\/li>\n
      • Monthly Call Volume \u2013 600+ calls per month.<\/li>\n
      • Meetings\/Applications Generated \u2013 40\u201350 per month.<\/li>\n
      • Surveys Completed \u2013 35\u201350 per week.<\/li>\n
      • Work Plan Completion \u2013 Maintain \u226588\u201390% completion rate<\/li>\n<\/ul>\n

        Minimum Qualifications<\/h4>\n
          \n
        • Diploma or degree in business, communication, marketing, or related field<\/li>\n
        • 1- 3 years relevant experience in contact center, customer care, tele sales, or survey calling role.<\/li>\n
        • Basic data skills in Google Sheets or Excel for lead lists and survey logs<\/li>\n
        • knowledge of a CRM and dialer and call recording tools and WhatsApp Business and SMS<\/li>\n
        • Familiar with consent for call recording and the Kenya Data Protection Act and basic KYC concepts<\/li>\n<\/ul>\n

          Equality & Non-Discrimination Practices<\/strong>: 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.<\/p>\n","protected":false},"author":1,"featured_media":826770,"template":"","meta":{"_seopress_robots_primary_cat":"","_seopress_titles_title":"","_seopress_titles_desc":"","_seopress_robots_index":"","_promoted":"","_filled":0,"_featured":0,"_job_salary_unit":"","_job_how_to_apply":""},"job_listing_region":[209],"job-categories":[40,95,393,406],"job-types":[8],"class_list":{"0":"post-826765","1":"job_listing","2":"type-job_listing","3":"status-expired","4":"has-post-thumbnail","5":"hentry","6":"job_listing_region-nairobi","7":"job_listing_category-business-related-student-jobs-in-kenya","8":"job_listing_category-customer-relations","9":"job_listing_category-journalism-communication","10":"job_listing_category-sales-or-marketing","11":"job_listing_type-entry-level","13":"job-type-entry-level"},"_links":{"self":[{"href":"https:\/\/campusbiz.co.ke\/careers\/wp-json\/wp\/v2\/job-listings\/826765","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/campusbiz.co.ke\/careers\/wp-json\/wp\/v2\/job-listings"}],"about":[{"href":"https:\/\/campusbiz.co.ke\/careers\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/campusbiz.co.ke\/careers\/wp-json\/wp\/v2\/users\/1"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/campusbiz.co.ke\/careers\/wp-json\/wp\/v2\/media\/826770"}],"wp:attachment":[{"href":"https:\/\/campusbiz.co.ke\/careers\/wp-json\/wp\/v2\/media?parent=826765"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/campusbiz.co.ke\/careers\/wp-json\/wp\/v2\/job_listing_region?post=826765"},{"taxonomy":"job_listing_category","embeddable":true,"href":"https:\/\/campusbiz.co.ke\/careers\/wp-json\/wp\/v2\/job-categories?post=826765"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/campusbiz.co.ke\/careers\/wp-json\/wp\/v2\/job-types?post=826765"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}