CIC Group
CUSTOMER EXPERIENCE OFFICER
Full-Time Position in Nairobi | Posted on September 28, 2023 | Closes: October 5, 2023
Company Name: CIC Group
Description: Join CIC Group as a Customer Experience Officer! Apply your customer service skills and make a meaningful impact. Explore this exciting role now!
PURPOSE:
As a Customer Experience Officer at CIC Group, your primary role is to ensure exceptional customer service across all lines of business for our various subsidiaries.
PRIMARY RESPONSIBILITIES:
| No. | Responsibility | Description |
|---|---|---|
| 1. | CRM Implementation Leadership | Champion the CRM Implementation Project: Lead the planning, execution, and oversight of our CRM implementation project to enhance customer interactions. |
| 2. | Requirement Gathering and Collaboration | Collaborate with Cross-Functional Teams: Work closely with cross-functional teams to gather requirements and align them with the organization’s needs. |
| 3. | Training and User Adoption | Develop Training Programs: Create and deliver training programs to drive user adoption and enhance customer satisfaction. |
| 4. | Customer Communication and Support | Respond to Stakeholder Queries: Receive inbound communication from CIC stakeholders via email and phone calls, ensuring timely and efficient responses in line with our call center contact strategy. |
| Outbound Communication: Conduct outbound communication to CIC stakeholders, actively collecting referrals for distribution. | ||
| Monthly Customer Callouts: Organize and conduct monthly customer callouts for all lines of business. | ||
| 5. | Feedback Management | Collect and Analyze Customer Feedback: Gather and analyze customer feedback at the group level, documenting as required. |
| 6. | Complaint Resolution | Efficiently Resolve Customer Complaints: Manage and efficiently resolve customer complaints, ensuring a positive customer experience. |
| 7. | Product and Service Information | Provide Information: Offer customers comprehensive product and service information. |
| 8. | Data Management | Update Customer Information: Keep existing customer information up to date. |
| Priority Issue Escalation: Identify and escalate priority issues as necessary. | ||
| Document and Report: Document all call information following standard operating procedures and produce reports. | ||
| 9. | Social Media Engagement | Timely Social Media Responses: Respond to queries on social media platforms within defined timelines. |
| 10. | Staff Training | Conduct Staff Training: Train staff members on customer service-related topics. |
Key Skills, Knowledge, Experience, and Behavioral Competencies:
These are defined as;
- Academic and Professional Requirements:
| Particulars | Detail | Specific Field or Qualification Need Type |
|---|---|---|
| Education | Bachelor’s Degree | Bachelor’s Degree in communication and public relations (E) |
| Computer literate in MS Office and other office applications (E) | ||
| Customer experience specialist (CXS) Certification (D) |
- Experience Required:
| Description | Required years of experience | Need Type |
|---|---|---|
| Relevant experience | 2 | (E) |
- Behavioral Competencies:
| Proficiency Level | Proficiency Definitions |
|---|---|
| Level 1 | Aware (A) |
| • Applies the competency in the simplest situations. | |
| • Requires close and extensive guidance. |
Expert Tips To Be A Successful Applicant:
To excel in this role, consider the following tips:
- Showcase Your Communication Skills: Highlight instances where your effective communication skills led to positive outcomes in resolving customer issues.
- Demonstrate Adaptability: Share experiences where you quickly adapted to changing customer needs or situations.
- Highlight Your Training Abilities: If you’ve trained others in customer service, emphasize your training experience.
- Customer-Centric Stories: Narrate a situation where you went above and beyond to ensure exceptional customer satisfaction.
- Problem-Solving Stories: Provide examples of how you efficiently resolved complex customer complaints.
- Tech Proficiency: Emphasize your proficiency in MS Office and any other relevant software applications.
- Certification: If you have a CXS certification, mention it prominently in your application.
If you possess the qualifications mentioned above and are ready to take on this exciting role, apply through our careers page by October 5, 2023. Only shortlisted candidates will be contacted. If you do not hear from us by November 6, 2023, please consider your application unsuccessful.
Note: This job opportunity is open to both internal and external candidates.
Position: CUSTOMER EXPERIENCE OFFICER
To apply for this job please visit cic.co.ke.
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