Securex Contact Center Customer Experience Officer Job in Kenya

Mar 11, 2016

Securex

Job Title: Customer Experience Officer

Ref: SEC/HR/DOC/001

Reports to: Customer Care Manager

Direct Reports: N/A

Purpose of job: The overall purpose of the Customer Care Representative
position is to acquire, grow and deepen customer relationships through excellent service delivery
and cross-selling and up-selling Securex products.

 

Key Responsibilities:

Customer Care

• Ensure the delivery of quality service to customers and
  the projection of a professional and warm image.


• Respond to all inbound correspondence as per the Securex
  promise.


• Proactively act and follow up on assigned customer
  requests / complaints to closure and keep customers updated on the status.


• Ensure effective use of systems and adequate engagement of
  customers to capture all relevant details for faster resolution of complaints


• Timely resolution of customer issues and escalation of any
  issues outside job scope and follow through to ensure closure


• Ensure that all customer requests and complaints are logged
  on evolution


• Regular communication to clients on service issues to
  include LTOs, false activations, trainings conducted etc.


• Provide communication support to other Business units.


• Prepare and maintain customer records such as contracts,
  welcome letters among others within agreed timelines.


• Ensure good housekeeping and filing of customer documents,
  internal reports and any other documents


• Take advantage of interaction with customers to educate
  them on all our products and services and encourage them to participate and give feedback.

Business Growth

• Drive profitable volume growth through new business
  acquisition and maximizing both new and existing customer engagement.


• Deepen existing relationships and grow share of wallet /
  potential value within Securex

Training & Development

• Ensure 100% Participation in knowledge sharing activities
  designed to enhance product, processes, procedure and system knowledge enhancement.

Compliance

• Ensure compliance with customer care and Securex policies
  and procedures.


• Ensure adherence to ISO quality assurance policy and OSHA
  health and safety policy

Dimensions / KPI’s

Corporate success factors:

• Deliver quality service, every day, every time.


• Leading provider of innovative technology based security
  solutions.


• Adherence to a robust revenue collection policy.


• Continuous improvement of processes, procedures and service delivery.


• Value adding talent management and succession planning
  model.

Key Competencies / Skills

Working with People

• Shows respect for the views and contributions of other team
  members; 


• shows empathy; 


• listens, supports and cares for others; 


• consults others and shares
  information and expertise with them; 


• builds team spirit and reconciles conflict; 


• adapts to the team and
  fits in well.

Relating and Networking

• Easily establishes good relationships with customers and
  staff; 


• relates well to people at all levels; 


• builds wide and effective networks of contacts; 


• uses humor
  appropriately to bring warmth to relationships with others.

Delivering Results and Meeting Customer Expectations

• Focuses on customer needs and satisfaction; sets high


• standards for quality and quantity;


• monitors and maintains quality and productivity; 


• works in a
  systematic, methodical and orderly way;


• consistently achieves project goals.

Following Instructions and Procedures

• Appropriately follows instructions from others without
  unnecessarily challenging authority; 


• follows procedures and policies; 


• keeps to schedules; 


• arrives
  punctually for work and meetings;


• demonstrates commitment to the organization; 


• complies with legal
  obligations and safety requirements of the role.

Achieving Personal Goals and Objectives

• Accepts and tackles demanding goals with enthusiasm; 


• works
  hard and puts in longer hours when it is necessary; 


• seeks progression to roles of increased
  responsibility and influence; 


• identifies own development needs and 


• makes use of developmental or training
  opportunities.

Entrepreneurial and Commercial Thinking

• Keeps up to date with competitor information and market
  trends; 


• identifies business opportunities for the organization; 


• maintains awareness of developments in
  the organizational structure and politics; 


• demonstrates financial awareness; 


• controls costs
  and thinks in terms of profit, loss and added value.

Required qualifications / experience

• Bachelor’s degree in any discipline with a minimum of
  second class honors upper division or equivalent.


• Minimum C+- KCSE or equivalent


• 2 years’ experience in a contact centre

Application Process:

Send your cover letter, passport size photo and CV to
careers@securex.co.ke clearly indicating on the email heading: ‘Application for
the role of Customer Experience Officer’.

Application deadline is COB 25th March 2016

Note: Only shortlisted candidates will be notified.