Customer Experience Team Lead at Safaricom Investment Co-operative (S.I.C.)

Job Description

The Customer Experience Lead will ensure delivery of superior customer experience at all points of our customer’s journey and lead innovation and creativity towards continuous service improvement, client engagement, and client satisfaction.

Key Responsibilities:

Oversee and guide the Customer Experience (CX) team, including hiring, training, coaching, and addressing team inquiries.
Manage all aspects of call performance, client follow-ups, and face-to-face customer interactions, ensuring high standards of service.
Support the creation and implementation of CX policies, ensuring compliance with established procedures and controls.
Develop and utilize methods to measure and improve customer satisfaction, including gathering feedback and analyzing service data.
Address and resolve customer complaints and major incidents such as refunds and compensation, both through direct communication and social media.
Maintain accurate records of all customer interactions, complaints, and correspondence to ensure thorough documentation.
Oversee group email responses and manage front office operations, including rotating staff to gather Net Promoter Score (NPS) ratings.
Track, analyze, and report on CX metrics, including customer service levels and budget expenditures related to CX activities.
Develop and manage processes for collecting and acting on customer feedback and complaints.
Lead the implementation of systems and processes designed to enhance the overall customer experience.

Qualifications:

A Degree in Public Relations, Communications or a related field.
Experience of over 3 years in a busy environment
Some of the key skills for this role are leadership, great communication Skills, great customer service, great analytical skills and good organizational Skills.