Job description

Role Summary  

This is a great opportunity to take ownership and grow with Kenya’s leading non-bank lender. Reporting to the Client Experience Officer you will be responsible for designing effective client touch points (phone, chat, email, social media) to deliver a world class customer experience aligned to the Company’s brand. You will additionally support the brand in delivering on our core values in all our interactions with clients and prospects.

Key Responsibilities 

• Define & implement custom scorecards that reflect the company’s goals and values - recommending effective remedial plans to improve effectiveness of all brand touch points. 
• Evaluate client experience based on interactions for all outgoing calls, email, chat, and social media responses by comparing them against the defined pre-defined scorecard. 
• Make interventions for training and process enhancements targeted at improving overall customer experience and brand engagement. 
• Mine data for trends or discrepancies and make recommendations based on their conclusions 
• Evaluate the performance of all staff directly interaction with clients against the scorecards key brand values