Customer Experience Officer Job in Kenya

Job Ref. No: JAML017


The role holder interacts with all customers to provide
them with information to address inquiries regarding products and services. In
addition, they deal with and help resolve any customer complaints and implement
initiatives to improve customer satisfaction levels and loyalty, while ensuring
that the customers receive world class customer service experience

Main Responsibilities


Greet and welcome clients
visiting the office, providing a warm and friendly environment.

Ensuring customer inquiries and
complaints are promptly and effectively resolved within the required
turnaround time.

Interacting with the clients as
the first point of contact between the company and the customers at
service center.

Selling additional products by
recognizing opportunities to cross-sell or up-sell new benefits.

Identifying and escalating
complex customer issues to the appropriate departments for resolution.

Collaborating with team members
and other departments to resolve customer problems effectively.

Contributing to team effort by
accomplishing related results as needed.

Listen to clients’ inquiries,
concerns, and requests, and provide accurate and timely responses.

Assist clients with unit
trust-related questions, claims inquiries, and general unit trust

Process unit trust changes,
endorsements, and cancellations accurately and efficiently.

Update client information and
unit trust details in the database.

Build and maintain strong
relationships with clients, fostering trust and loyalty.

Identify and address client
needs, offering suitable solutions and assistance.

Follow up with clients to ensure
their satisfaction and resolve any outstanding issues.

Maintain accurate and up-to-date
client records, ensuring confidentiality and data protection.

Handle client correspondence via
email, mail, or other communication channels.

Investigate and resolve client
complaints or issues promptly and effectively.

Escalate complex or unresolved
issues to the appropriate departments for further action.

Keep detailed records of client
interactions, inquiries, and issue resolutions.


Compliance: Stay updated with
industry best practices to ensure compliance with industry standards

Adherence to the laws and
regulations of Kenya, the policies and regulations within the asset
management industry and all internal company policies and procedures.

Ensuring compliance with
applicable statutory and regulatory requirements and establishing
mitigation measures against emerging business risks.


Fostering a corporate culture
that promotes ethical practices and good corporate citizenship while
maintaining a conducive work environment.

Collaborate with cross-functional
teams to develop initiatives that promote a positive and inclusive company

Individualized Development
Planning: Create personalized development plans that align with your
career aspirations and the organization’s objectives.


Customer service and complaint

Product and service knowledge.
Database management and record

Communication and interpersonal

Problem-solving and

Analytical skills for data
analysis and reporting.

Unit trust interpretation and


Bachelor’s degree in Business,
Marketing or any other related course


Minimum 1-2 years’ experience in
a similar role.

Experience in effectively
resolving customer inquiries and complaints.

Familiarity with asset management
or financial products and services is advantageous.

How To Apply

If you are qualified and seeking an exciting new
challenge, please apply via quoting
the Job Reference Number and Position by 12th
February 2024. 
Only shortlisted candidates will be

Check Also

Senior Programme Management Officer Job in Kenya – UN

Responsibilities Identify trends, patterns and early warning of issues related to the GEF portfolio size, …

Leave a Reply

Your email address will not be published. Required fields are marked *