Customer Experience Officer (3 Positions)

About the Role

Madison Group Limited is seeking three Customer Experience Officers to join our Head Office in Nairobi, Kenya. This position reports to the Deputy Manager – Operations and supports the effective operation of the Customer Experience Department across multiple client touchpoints.

Key Responsibilities

Call Centre Duties

• Receive and process client instructions from various customer touchpoints accurately and in a timely manner
• Manage communication on official customer service email and telephone hotlines, providing prompt and professional responses
• Handle client onboarding, registration, and records management across customer touchpoints
• Cross-sell Company and Group Products

Service Centre Duties

• Attend to walk-in clients and address their service needs
• Interact with clients across all touchpoints, resolving queries and complaints efficiently within service level agreements
• Cross-sell Company and Group Products

Reporting Duties

• Share clients' monthly statements and agents' commission statements within established timelines
• Maintain and update the complaints register in compliance with regulatory timelines
• Update periodic departmental reports according to established timelines

Compliance Duties

• Ensure compliance with Company controls, policies, and procedures when handling clients and client requests
• Ensure compliance with regulatory requirements when handling clients and client requests

Required Qualifications and Experience

• Bachelor's degree in a related field (minimum)
• At least 2 years' experience in Customer Service within the Financial Services Industry
• Call Centre experience required
• Detail-oriented with strong administration skills
• Excellent people skills
• Exceptional written and oral communication abilities
• Ability to work independently