Assistant Manager-Customer Experience

21 hours ago

Nairobi, Nairobi Area, Kenya Rafiki Microfinance Bank Full time 1,200,000 - 2,400,000 per year

Job Title:
 Assistant Manager – Customer Experience

Location:
 Rafiki Microfinance Bank - Head Office

Department:
Marketing, PR & Customer Experience

Reports To:
Senior Manager Marketing, PR & Customer Experience

Job Summary:
  Responsible for standardizing customer experience across the microfinance bank network to ensure that the team offers top level and efficient service to internal and external customers.

Key Responsibilities:

·       Develop and implement department processes, policies, and procedures to ensure maximum efficiency.

·       Oversee the achievement and maintenance of agreed customer service levels and standards.

·       Develop and monitor Customer Service performance indicators – customer satisfaction index, mystery shopping index, SLAs, TAT standards and provision of weekly and monthly reports.

·       Generate strategic insights from Voice of the Customer studies/surveys done at all customer touch points to improve on product experience.

·       Oversee key processes related to the collection of complaints and general customer feedback and ensure closure.

·       Management of the contact center: Monitor daily call volumes and work flows to ensure timely and effective responses to phone calls, and emails.

·       Train on customer service best practice.

·       Communicate feedback regarding service failures/customer concerns to the top management of the organization.

·       Ensure bi-weekly update of the escalation matrix to drive efficiency.

·       Any other official duty as may be assigned by supervisor.

Qualifications:

1.     Bachelor's degree from a recognized institution in Marketing or a business-related field.

years working experience.

Skills and Competencies:

·       Communication skills

·       Interpersonal skills

·       Problem Solving

·       Analytical

·       Self-Driven

·       Professionalism

·       Innovation

·       Quick thinker

·       Results oriented

·       Computer skills

·       Emotional Intelligence; Dynamic, individual with the ability to work under pressure.

How to Apply

Interested candidates are requested to send their cover letter

and CV to

quoting the position applied for on the e-mail subject on or before 12
th
September 2025
at 5:00pm.

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