Responsibilities:

1. Develop and implement strategies to enhance the customer experience and increase customer retention.
2. Map and analyze the end-to-end customer journey, identifying areas for improvement.
3. Ensure all customer touchpoints are engaging, efficient, and customer-focused.
4. Gather real-time feedback and incorporate insights into service improvements.
5. Monitor customer feedback channels and ensure timely resolution of concerns.
6. Conduct customer satisfaction surveys, analyze responses, and implement action plans.
7. Train employees on best customer service practices and effective communication.
8. Develop customer segmentation models to provide personalized service.
9. Work with cross-functional teams to improve customer interaction processes.
10. Track and report key performance indicators (KPIs) such as Net Promoter Score (NPS).
11. Organize and manage customer loyalty and referral programs.

Requirements and qualifications:

1. Bachelor’s Degree in Business Administration, Public Relations, Marketing, Customer Service, or a related field.
2. Minimum of 3 years of working experience in customer service, customer experience management, or a related role.
3.  Strong analytical, communication, and problem-solving skills.
4. Proficiency in Microsoft Office and CRM software.
5. Ability to manage multiple tasks and work in a fast-paced environment.
6. 2/3W driving license required, with flexibility to travel across the country.
7. Proficiency in English and Swahili (both written and spoken).

HOW TO APPLY.

Upload your CV here. Only shortlisted candidates are to be contacted.

Deadline: 10^th March 2025 at 1700hrs