Dorbe-Leit Consulting

Customer Experience Officer (French Speaking) – Westlands Rd, Nairobi, Kenya

Full-time Position

Company Overview

Dorbe-Leit Consulting is proud to partner with a leading player in the banking industry, based in Nairobi, Kenya. Our client stands as a market leader renowned for their innovative banking solutions and exceptional customer service. We are seeking a dedicated Customer Experience Officer who is fluent in French to join their dynamic team.

Job Overview

As a Customer Experience Officer, your primary role will be to deliver exceptional after-sales support to top-tier corporate bank customers. This role involves proactive engagement, problem-solving, and continuous process improvement to ensure unparalleled customer satisfaction.

Compensation and Benefits

Monthly Salary: Kshs. 200,000 gross
Benefits: Competitive package including health insurance, performance bonuses, and professional development opportunities.
Work Location: Westlands Rd, Nairobi, Kenya
Employment Type: Full-time

Key Responsibilities

Direct Customer Interaction: Engage with customers daily to address inquiries and provide support primarily via telephone and e-mail.
Proactive Customer Engagement: Conduct regular follow-up calls to check on customer satisfaction and resolve any issues raised.
Internal Collaboration: Work closely with internal partners to find solutions to customer queries.
Process Improvement Advocate: Act as a key driver for identifying and implementing process improvements within the bank.
Team Engagement: Collaborate with business partners to address issues and opportunities that enhance the bank’s reputation for excellent service.
Customer Feedback Management: Participate in gathering customer feedback, conducting root cause analysis, and identifying process improvement opportunities.
Client Relationship Management: Manage a portfolio of client relationships, ensuring customers are satisfied and well-trained on bank products and services.
Escalation and Resolution: Channel feedback to unit heads and relationship managers, escalating sensitive issues as necessary.
Sales and Cross-Selling: Identify cross-sale opportunities and position bank products to customers effectively.

Qualifications

Education: 1st Class Honours, 2nd Class Upper Degree, or a GPA of 3.4 and above.
Language Proficiency: Fluency in French (both verbal and written) is mandatory.
Communication Skills: Excellent verbal and written communication skills, with experience in a business or financial environment.
Customer Focus: Demonstrated ability to meet and exceed customer expectations.

How to Apply

If you are up to the challenge and possess the necessary qualifications and experience, please send your CV and cover letter before the close of business on Tuesday, 21st May 2024, via our website: www.dorbe-leit.co.ke

Note: Only successful candidates will be contacted.

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SAMPLE COVER LETTER FOR A CUSTOMER EXPERIENCE OFFICER

[Your Name]
[Your Address]
[City, State, ZIP Code]
[Email Address]
[Phone Number]
[Date]

Hiring Manager
Dorbe-Leit Consulting
Westlands Rd, Nairobi, Kenya

Dear Hiring Manager,

I am writing to express my interest in the Customer Experience Officer (French Speaking) position at Dorbe-Leit Consulting. With a strong background in customer service within the financial sector, fluency in French, and a proven track record of exceeding client expectations, I am confident in my ability to contribute effectively to your team.

My educational background, which includes a 1st Class Honours Degree in Business Administration, coupled with my professional experience, has equipped me with the skills required for this role. I have honed my communication skills through various roles, ensuring clarity and efficiency in all customer interactions. Additionally, my proactive approach to customer engagement and issue resolution has consistently resulted in high levels of customer satisfaction.

I am particularly excited about this opportunity because of Dorbe-Leit Consulting’s commitment to continuous improvement and excellence in customer service. I am eager to leverage my expertise to drive process improvements and contribute to the bank’s reputation as an excellent service provider.

Thank you for considering my application. I look forward to the opportunity to discuss how my background, skills, and enthusiasms align with the goals of your team.

Yours sincerely,

[Your Name]

HOW TO BE A SUCCESSFUL APPLICANT FOR THE CUSTOMER EXPERIENCE OFFICER ROLE

Tailor Your Resume: Customize your resume to highlight relevant experience and skills specific to customer service and financial environments.
Emphasize Language Skills: Clearly indicate your fluency in French, providing examples of past roles where this skill was utilized.
Showcase Your Communication Skills: Demonstrate your ability to communicate effectively in both written and verbal forms.
Highlight Customer Service Experience: Provide specific examples of how you have exceeded customer expectations in previous roles.
Detail Process Improvement Contributions: Mention any initiatives you have led or participated in that improved customer service processes.
Prepare for Proactive Engagement: Be ready to discuss how you have proactively engaged with customers to enhance their satisfaction.
Focus on Problem-Solving Skills: Share examples of how you have resolved complex customer issues effectively.
Illustrate Internal Collaboration: Show how you have worked with internal teams to find solutions to customer queries.
Align with Company Values: Research Dorbe-Leit Consulting’s values and mission, and align your application to reflect these.
Professional Presentation: Ensure your application materials are well-organized, error-free, and professionally presented.

Possible Customer Experience Officer Interview Questions With Answers

Can you describe a time when you resolved a challenging customer issue?
Answer: In my previous role, a customer was unhappy with a delayed transaction. I listened to their concerns, identified the cause, and expedited the process. I followed up to ensure satisfaction, turning a negative experience into a positive one.
How do you handle difficult customers?
Answer: I remain calm and listen actively to understand their concerns. I empathize with their situation and provide clear, actionable solutions, ensuring they feel heard and valued.
Can you give an example of a process improvement you suggested?
Answer: I noticed frequent issues with a particular transaction process. I proposed a streamlined procedure that reduced errors and improved customer satisfaction, which was implemented successfully.
How do you manage multiple customer inquiries simultaneously?
Answer: I prioritize based on urgency and impact, using effective time management and organizational skills to ensure all inquiries are addressed promptly and accurately.
Describe a time you went above and beyond for a customer.
Answer: A customer needed urgent assistance with a complex transaction late on a Friday. I stayed beyond office hours to ensure everything was resolved, ensuring their business operations continued smoothly.
How do you stay updated with the bank’s products and services?
Answer: I regularly review internal communications, attend training sessions, and engage with colleagues to stay informed about updates and new offerings.
What strategies do you use to identify cross-selling opportunities?
Answer: I actively listen to customers’ needs and analyze their usage patterns. I then suggest relevant products that could benefit them, enhancing their overall banking experience.
How do you handle feedback from customers?
Answer: I view feedback as an opportunity for improvement. I document all feedback, analyze it for trends, and work with my team to implement necessary changes to improve our service.
Can you discuss a time when you had to escalate an issue?
Answer: A customer had a significant issue that required higher-level intervention. I escalated it to the relevant department, followed up regularly, and ensured the customer was kept informed throughout the process.
What motivates you in a customer service role?
Answer: The satisfaction of resolving issues and enhancing the customer experience motivates me. I find fulfillment in knowing that my efforts contribute to customers’ positive perceptions of the company.

Best of luck with your application!

For more information and to apply, visit our website at www.dorbe-leit.co.ke. We are committed to attracting and retaining the best employees from all races and backgrounds as part of our ongoing efforts to be a better development partner. We are an equal opportunity employer and do not charge any application or recruitment fees, whether refundable or not.

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