Client Experience Executive Job in Kenya

Client Experience Executive Job in Kenya
 

Job Vacancy: Client Experience Executive

Our client in mobile money industry is looking for someone to handle client service.
The Client Experience Executive will be responsible for ensuing clients (mainly Telcos) get the best client experience.

He/she structures Customer Care processes and manuals for their clients and customers and ensures that the team delivers the best experience.

Duties and Responsibilities

• Prepare project documentation at various levels in the client service process
• Prepare Interfaces – work with the technical team to prepare a customer service system which will enable the Telcos to effectively provide support
• Acts as point of contact for support services liaising frequently with clients
• Escalates tickets to technical teams to ensure they are closed and communicates to client
• Train the Client’s customer care team on how to use the various components of the customer service system
• Writing weekly and monthly reports showing customer care tickets, resolutions, closure and recommendations
• Analysing the level and standards of the organisation’s customer service to enable improvements
• Analysing the current customer service system and making recommendations on improvements

Requirements

• Bachelors degree preferably in a business related course.
• At least three years’ relevant experience
• Must be client excellence savvy
• Must be quick to grasp technology and work with various types of technological platforms
• Must be analytical and able to prepare analytical reports
• Must have training skills
• Must have excellent writing skills
• Must be able to prepare various types of reports
• Must be able to travel on short notice and be away from home for long periods of time when required

How to Apply

Interested candidates should send their CV and application letter to jobs@fanisi.net by end of 27th May 2015.