CUSTOMER EXPERIENCE OFFICER

This position will be responsible for contributing to the effective running of the day to day of the Institute by ensuring that all customers of the institute get value for every resource (money, time and expertise) they utilize at and with the institute through excellent customer service for total satisfaction.

KEY RESPONSIBILITIES: Managerial / Supervisory/ Operational

1. Attend to customers through responding to their queries and providing guidance where necessary.

2. Receive correspondences for the institution, sign for receipt and facilitate dispatch to the respective office or persons.

3. Capture visitors’ details in a visitor's’ registrar and issue visitors’ card for identification purposes.

4. Collect customer feedback and prepare weekly reports to help in improving products /services.

5. Cross selling the Institute's products to potential and existing customers to aid the department in meeting its targets.

6. Conduct live chats with potential customers who visit KIM Website to ensure they are well informed, and they receive all the needed customer support.

7. Manage SMS code through generating daily SMS reports and respond accordingly to enhance efficient communication with customers.

8. Follow up on online applications to convert online leads to customers.

9. Participate in marketing campaigns to create awareness of KIM products.

10. Responsible for proper arrangement and layout of the front office to ensure good ambience and display of Institution’s promotional materials.

KNOWLEDGE AND EXPERIENCE REQUIRED:

• Must have at least three (3) years’ experience in a large organisation in an active commercial environment

• Bachelor’s Degree in Communication or any other related field.

OTHER SKILLS/COMPETENCIES REQUIRED

• Experience with customer management, marketing and relationship management teams

• Good Interpersonal and communication skills.

• Proactive approach to problem solving.

Interested candidates are advised to send an Application letter in MS Word format to the email address: recruitment@kim.ac.ke to reach us by 28th February 2019.

In addition, please attach a curriculum vitae that contains details of your qualifications, experience and positions held relevant to this role. Include your day and evening telephone numbers, email address, names and address of three professional referees.

NB: Late applications will not be considered. Only shortlisted candidates will be contacted.

KIM is an equal opportunity employer.