Senior Officer – Customer Experience at Rafiki Microfinance Bank

Job Summary

Responsible for standardizing customer service and experience across the bank network to ensure that the team offers top-level and efficient service to internal and external customers.

Key Responsibilities

• Develop and implement department processes, policies, and procedures to ensure maximum efficiency
• Oversee the achievement and maintenance of agreed customer service levels and standards
• Develop and monitor customer service performance indicators including customer satisfaction index, mystery shopping index, SLAs, and TAT standards; provide weekly and monthly reports
• Generate strategic insights from Voice of the Customer studies and surveys conducted at all customer touch points to improve product experience
• Oversee key processes related to the collection of complaints and general customer feedback and ensure closure
• Manage contact center operations: monitor daily call volumes and workflows to ensure timely and effective responses to phone calls and emails
• Train team members on customer service best practices
• Communicate feedback regarding service failures and customer concerns to senior management
• Ensure bi-weekly updates to the escalation matrix to drive efficiency
• Perform any other official duties as assigned by supervisor

Required Qualifications

• Bachelor's degree from a recognized institution in Marketing or a related business field
• 5-6 years of working experience

Skills and Competencies

• Communication skills
• Interpersonal skills
• Problem-solving
• Analytical thinking
• Self-driven and results-oriented mindset
• Professionalism
• Innovation
• Quick thinking and decision-making
• Computer skills
• Emotional intelligence
• Ability to work effectively under pressure