digital client satisfaction officer

DIGITAL CLIENT SATISFACTION OFFICER

Yehu seeks to attract and retain a Digital Client Satisfaction Officer (DCSO) who will be responsible for delivering exceptional customer service to our clients, ensuring that their needs are met efficiently and professionally. The DCSO will serve as the primary point of contact for customers, handling inquiries, addressing concerns, and providing guidance on Yehu financial products and services. The role is key to maintaining strong customer relationships, promoting client satisfaction, and driving business growth through actionable feedback and innovative service delivery

1. KEY SPECIFIC RESPONSIBILITIES

1.1 Customer Service, Relationship Management & Complaints Handling

• Deliver outstanding customer service by responding to client inquiries and resolving issues promptly.

• Handle and document complaints professionally, collaborating with departments for timely resolution.

• Empower clients with information on complaint resolution and dispute mechanisms.

• Maintain accurate customer interaction records in CRM systems and escalate unresolved matters for closure.

• Collect, analyse, and report client feedback to support continuous service improvement

1.2 Sales Support and Cross-Selling

• Identify customer needs and recommend appropriate financial products (loans, insurance).

• Develop comprehensive product knowledge and educate customers on features and eligibility.

• Cross-sell and promote additional products and services aligned with customer goals.

• Generate and track leads for relevant branches and teams.

• Re-engage dormant clients and support business growth initiatives.

1.3 Business Efficiency

• Enhance data integrity and optimize the uptake of digital products and platforms.

• Utilize social media and digital channels to engage customers and resolve issues quickly.

• Prepare weekly and monthly reports on client interactions, performance trends, and feedback.

1.4 Compliance and Data Protection

• Ensure compliance with institutional policies, the Data Protection Act, and AML/KYC regulations.

• Safeguard customer data confidentiality and detect potential fraud or system anomalies, participate in compliance training and awareness sessions.

1.5 Digital Customer Engagement and Channel Support

• Support customers in accessing digital platforms (e.g., Yehu USSD and Yehu Cash).

• Perform PIN resets, assist with digital transaction challenges, and promote self-service options.

• Reconcile Yehu Cash ledgers, monitor disbursements, and follow up on repayments.

• Manage and analyze customer interactions across digital channels (SMS, WhatsApp, mobile app, social media).

• Develop and execute digital campaigns that enhance customer experience and promote new products.

• Track digital engagement analytics to identify trends, improve service response, and enhance satisfaction.
• Coordinate with relevant stakeholders to ensure seamless integration of digital touchpoints.

1.6 Client Feedback and Continuous Improvement

• Track client satisfaction metrics, analyze feedback, and recommend improvements to processes and services.

• Conduct regular surveys to assess service delivery and contribute to business strategy improvements.

1.7 Delinquency Management

• Recording all customer complaints in the customer register and making follow through until all matters are addressed within the prescribed timelines.

• Make follow-up calls on pending loan repayments to maintain portfolio health.

• Provide feedback to operations on delinquency trends and customer repayment behaviour.

1. KEY QUALIFICATIONS

2.1 Bachelor's degree in business administration, Marketing, Finance, Economics, or a related field.

2.2 At least 2 years of experience in customer service, client relations, or similar roles, preferably in financial services.

2.3 Proficiency in CRM systems (e.g., Zoho), call handling systems (VoIP), and multi-channel communication (calls, WhatsApp, email, chat).

2.4 Familiarity with data protection laws (Kenya Data Protection Act 2019, GDPR basics).

2.5 Competence in digital tools such as Excel, Power BI, Meta Business Suite, and helpdesk software.

1. BEHAVIORAL COMPETENCIES

3.1 Strong interpersonal and communication skills (written and verbal).

3.2 Empathy, patience, and emotional intelligence in handling clients.

3.3 High integrity, accountability, and attention to detail.

3.4 Excellent problem-solving and conflict resolution skills.

3.5 Ability to multitask and adapt to emerging technologies.

3.6 Data-driven mindset with analytical and reporting skills

1. What we offer

4.1 Competitive compensation package with fixed/variable pays, performance-based increments, medical allowances, and access to personal development facilities and Pension.

4.2 A supportive, values-driven culture with training, mentorship, and career growth opportunities.

4.3 Opportunity to make a tangible impact on underserved communities while advancing in a growing institution.

HOW TO APPLY

Visit our careers page to apply.

Basic requirement: Letter of application, current CV, Scanned copies of academic certificates/professional credentials.
The application letter should be addressed to: The Human Resource & Administration Officer Yehu Impact Limited, P.O. BOX , MOMBASA.

The deadline for applications will be Saturday 22nd November 2025.

Only shortlisted candidates will be contacted.