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Customer Experience Executive Job
Customer Experience Executive Jo. Customer Service Jobs In Kenya
Job Summary
Provide first contact customer support through the available channels in the Bank’s 24/7 Contact Center
Read More>>>How I Got A Job AT CSS Through Online Search
Key Performance Indicators
- Transactional Customer Satisfaction Index and/or NPS Score
- Number of resolved client queries at first contact.
- Service Quality Assurance Score
- Adherence to Service Level Agreements & Schedule
- Campaign reach rate
- Compliance to KYC/AML and applicable banks processes and procedures
- Product and Process Post Training Score
Responsibilities
- Handle customer enquiries and concerns through the various channels in the Contact Centre and Reception.
- Obtain information necessary to respond appropriately to customer requests or route interactions.
- Ensure adherence to schedule & managing of customer interactions for delivery of planned Service Level.
- Identify and escalate/route complex customer issues to the appropriate person/department for resolution as per the escalation matrix. 
- Receive and process customer’s instructions as per procedure.
- Onboard customers onto the digital platforms & encourage utilization.
- Document all interactions according to the standard operating procedures. 
- Make outgoing calls to customers’ existing and potential customers and track details of the interaction as prescribed in the campaign. 
- Build value demand by educating customers about available services, products, or benefits to sell, cross sell and upsell.
- Initiate investigation through escalation of complaints not solved on-line to the Back-office Team and Contact Centre Operations Manager.
- Support in Service Quality Audits from time to time.
- Any other duties as shall be assigned from time to time.
Educational Qualification
- Undergraduate degree from a recognized university.
Professional Qualifications
- Certification in contact center or customer services is an added advantage
Knowledge and Skills
- Excellent command of written and spoken English and Swahili.
- Experience manning multiple queues.
- Experiencing using Customer Relationship Management Tools Knowledge of KYC/AML and Data Privacy
- Knowledge of customer service principles and practices. 
- Excellent data entry and typing skills.
- Proficient in MS Office Applications
Experience
- 1 year work experience in a financial institution, front facing or Contact Centre role in the service industry
Read>>> How CSS Rescued Me After One-Year Of Job Search  Â
How To Apply
🚨 Before You Apply for This Job… Is Your CV Ready For The Competition?
This job will attract 1000+ applicants. Sadly, many qualified professionals miss out on interviews — not because they lack experience, but because their CV does not clearly demonstrate why they qualify for this specific job.
You may be qualified. But if your CV is too generic, outdated, or not aligned to the job requirements, you’ll not be shortlisted.
Using the same CV for every application also rarely works.
And while many candidates are now using AI to rewrite their CVs, polished wording alone does not guarantee interviews.
AI can write your CV. We know what gets shortlisted.
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Subject: CV Review & Upgrade
Our recruiters will review your CV and show you how to position your experience better for the job you are targeting. Learn more about our CV upgrade service here.