Customer Experience Officer Job Madison Group

Customer Service Jobs, Madison Group Jobs.

The Customer Experience Officer (3 positions) will be located at the Company’s Head Office. The role reports to the Deputy Manager- Operations and will be responsible in assisting in the effective running of the Customer Experience Department. This will involve the following key responsibilities.

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Responsibilities:

Call Centre Duties 

• Receiving and processing client instructions from the various customer touchpoints accurately and in a timely manner.
• Managing communication on the official customer service email and telephone hotlines and providing prompt, professional responses.
• Handling client onboarding, registration from the various customer touchpoints and records management.
• Cross selling Company and Group Products

Service Centre Duties 

• Attending to walk-in clients and addressing their service needs.
• Interacting with clients across all touchpoints and resolving queries and complaints efficiently within the set TAT.
• Cross selling Company and Group Products

Reporting Duties 

• Sharing clients’ monthly statements and agents’ commission statements within the set timelines.
• Maintaining and updating the complaints register within the compliance timelines.
• Updating periodic reports for the department as per the set timelines 

Compliance Duties 

• Ensuring compliance with existing Company controls, policies, and procedures while handling clients and client requests.
• Ensuring compliance with regulators while handling clients and client requests.

Qualifications

Qualified candidates are expected to possess the following:

• A minimum of a Bachelor’s degree in a related field. 
• At least 2 years’ experience in Customer Service in the Financial Services Industry.
• Must have Call Center experience.
• Be detail oriented and possess strong administration skills.
• Must have excellent people skills.
• Have exceptional written and oral communication skills.
• Ability to work independently and be flexible to work outside normal working hours and in shifts.

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How to Apply

Candidates with the required qualifications, experience and competencies who wish to apply for the above position are required to forward their applications together with their CVs, copies of relevant certificates and details of current remuneration to hr_recruitment@madison.co.ke not later than 11th February 2026.