Mcarfix Customer Experience Jobs in Kenya

Mcarfix Customer Experience Jobs in Kenya

As Customer Experience Officer, you will be responsible for improving customer experiences across all customer touchpoints, both on and off line including sales, customer service, social media, technical support, contact centers, in person, and so on.

The Customer Experience Officer shall attend to customers through responding to their queries, providing guidance as necessary, identifying customer needs, providing appropriate solutions to their complaints and identifying ways to ensure delightful customer experiences at all stages of the customer engagement with our organization.

S/he shall combine leadership skills with a desire to provide a positive customer experience at every interaction and measure how customers perceive our product.

This shall include collecting customer feedback, scheduling calls, in-person and online meetings with customers, devising ways to build customer loyalty and show appreciation to loyal clients, and other initiatives to improve and maintain the overall brand experience.

Duties and Responsibilities

Engage with the product and ensure thorough, unassailable product knowledge

Promote and sell products, services and solutions through direct contacts to meet allocated revenue targets for assigned products

Communicate with customers through various channels

Track and record customer experiences and frequently asked questions to build into a database

Communicate, coordinate and collaborate with other team members and functions in the organization to enhance productivity, services and brand awareness

Aligning customer experience strategies with marketing initiatives, and informing customers about new products, new features and functionalities

Analyzing customer feedback on our product as well as preparing reports

Adhering to Quality Assurance Standards and Customer Experience protocols

Providing after-sales and support services, and facilitating improvements or providing assistance

Documenting processes and logging technical issues, customer compliments and complaints

Keep informed of industry trends and new CRM technologies​

Identify customer needs and taking proactive steps to maintain positive experiences

Acknowledging and resolving customer complaints

Respond to customer queries in a

timely and effective manner

Innovate and share ways to show appreciation to loyal clients

Maintaining a positive, professional, capable, confident, friendly, empathetic, attitude toward customers at all times

Keeping records of customer interactions, transactions, comments, and complaints, and sharing/escalating them as necessary

Providing feedback on the efficiency of the customer service process

Ensuring customer satisfaction and providing professional customer support.

Maintaining solid customer relationships by handling questions and concerns with accuracy, speed and professionalism

Managing database records, drafting status reports on customer service issues

Data entry and research as required to troubleshoot customer problems

Innovating other methods to improve and maintain the overall brand experience

Any other duties as may be required from time to time

Skills and Qualifications for this position include:

At least 2 years' experience as a sales executive / customer experience officer, or similar roles

Bachelor's Degree / Diploma in Sales / Marketing

Brought in revenues of over KES 1 million through Sales

Expert level written and verbal communication skills

Positive attitude and pleasant demeanor

Attentive to detail, quick learner, empathetic,

Proficient in Microsoft office suite - Word, Excel and PowerPoint

Ability to work with minimal supervision

Great organizational and time management abilities

Ability to work under pressure

Available to start work immediately

Ability to work under pressure

How to Apply

Interested and qualified candidates should forward their CV to: hr@mcarfix.com using the position as subject of email.

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