Job Title: Customer Experience Officer
Vacancies: 2 (Two)
Company: Optiven Group
Department: Customer Experience & Global Markets
Location: Nairobi, Kenya
Reports to: Customer Experience Manager
Gross Salary: KES 60,000 – 80,000

Job Purpose Statement

The job holder is responsible for managing customer engagement and supporting departmental operations, which include:

  • Establishing and nurturing strong connections with both current and potential customers
  • Utilizing processes and practices to improve customer experience, contributing to the company’s sales and marketing goals.

Key Responsibilities:

Customer Retention

  • Implement strategies focused on increasing customer acquisition, enhancing relationships, boosting loyalty, and driving sales growth
  • Monitor and assess the effectiveness of strategies, making necessary adjustments to optimize outcomes and achieve objectives.
  • Implement Customer Support & Recognition programs
  • Recognize and celebrate important customer milestones and personal events, such as birthdays and anniversaries, to strengthen relationships and loyalty.
  • Assist in Planning and coordinating annual events and celebrations, such as Women’s Day and Customer Service Week, to engage customers and build positive relationships.

Policy and Standard Implementation

  • Implement customer service policies and standards aligned with organizational goals to ensure high service levels.
  • Ensure compliance and consistency in daily operations.
  • Recommend and implement process improvements to enhance operational efficiency and cost-effectiveness. Identify bottlenecks and streamline workflows.
  • Stay updated on industry trends and best practices to continuously refine and improve customer service processes.
  • Use survey results to inform service improvements and strategic planning.

Customer Management

  • Manage inbound customer inquiries via phone calls, emails, WhatsApp, and in-person interactions.
  • Provide accurate information, address concerns, and offer product recommendations.
  • Identify opportunities for upselling or cross-selling products and services based on customer engagements.
  • Promptly address and resolve customer complaints and challenges.
  • Address and resolve customer complaints and challenges in a timely manner.
  • Develop solutions to address root causes and prevent recurrence.
  • Implement improvements based on feedback and complaints to enhance the overall customer experience.
  • Ensure customer needs are met.
  • Drive continuous improvement in service delivery.
  • Align customer relationship management with overall business strategies to drive growth and success.

Event planning & Coordination

  • Managing budgets for customer support activities and annual events, ensuring alignment with financial goals.
  • Monitor and control expenditures related to customer service initiatives to ensure cost-effectiveness and adherence to budget constraints.
  • Ensure effective execution of events to maximize customer engagement and satisfaction.

Feedback Collection and Analysis

  • Collect feedback through surveys, interviews, and direct interactions. Identify areas for improvement and gather insights on customer satisfaction.
  • Analyze feedback to recognize common issues and trends, using this information to inform service enhancements and strategy adjustments.
  • Analyze market trends and customer data to craft targeted initiatives.
  • Conduct targeted surveys to gather customer feedback on products, services, and brand perception, and use insights to drive improvements.
  • Organize and facilitate the collection of customer testimonials to build brand trust and credibility. Coordinate with customers and manage the testimonial process.
  • Utilize testimonials to promote the company’s reputation and attract new customers by showcasing positive experiences.

Training and Development

  • Ensure compliance by customer service staff to established standards and best practices.
  • Evaluate training programs
  • Regularly update training materials and schedules to address new challenges and changes in service standards.

Reporting and Documentation

  • Ensure compliance by customer service staff to established standards and best practices.
  • Customer Metrics Tracking – customer satisfaction (CSAT), Net Promoter Score (NPS), and customer effort score (CES).
  • Ensure compliance by customer service staff to established standards and best practices.
  • Evaluate service effectiveness and inform strategy.
  • Ensure compliance by customer service staff to established standards and best practices.
  • Use metrics to identify areas for improvement and make data-driven decisions to enhance customer service strategies.

Qualification And Experience Requirements:

  • Degree In Business, Marketing, Public Relations and Communication or a Related Field.
  • Certificate in Customer Experience is an added advantage
  • Minimum of 5 years’ experience in Customer service

Competency Requirements:

  • Excellent Written and Communication Skills
  • Problem solving and decision-making skills
  • Attention to detail
  • Analytical thinking
  • Stakeholder Management
  • Time Management skills
  • Technical skills
  • Critical thinking

Application Details:

  • How to Apply: Submit your application via recruitment@optiven.co.ke
  • Deadline: Applications close on 15th June 2025.
  • Shortlisting Process: Applications will be reviewed on a rolling basis.
  • Recruitment Fee: Optiven Group does not charge any fee for job applications, interviews, or placements.
  • Communication: Only shortlisted candidates will be contacted due to high application volumes.
  • Disqualification: Any form of canvassing leads to automatic disqualification.
  • Consent: By applying, candidates agree to allow background checks as necessary.
  • Equal Opportunity: Optiven Group is an equal opportunity employer.
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