Customer Experience Advisor Job in Kenya

Customer Experience Advisor

Job Purpose

The role holder will be responsible for delivering seamless world class
customer experience across all customer touch points with utmost level of
consistency & professionalism.

Key Responsibilities

Customer Experience

• Available and able to respond in
  a prompt, timely, friendly, supportive and helpful manner to all customers
  who walk into the branch and project a professional, warm and friendly
  image.


• Use sound judgment and take
  decisions that will meet customer expectations while striving to achieve a
  win/win outcome for the Customer and the Bank


• Ensure customers receive
  excellent and consistent service by providing fast, accurate, relevant and
  useful information, regarding all aspects of SBM Bank Products and
  Services in line with the customer’s feedback and needs to achieve a
  world-class customer experience at all times


• Ensure that all customer queries,
  problems and complaints related to the bank are completely and effectively
  resolved as a ‘One Stop Shop’ service


• Take responsibility for acting
  on, following up customer instructions proactively and keeping customers
  frequently updated on the status


• Avail customer instruments such
  as cheque books, prepaid, debit cards, mobile access and online access
  within agreed timelines


• To ensure that issues escalated
  arising from customer queries are resolved within 24 hours to maintain
  customer satisfaction & loyalty


• Eliminate recurring customer
  issues through Root Cause Analysis and maintain Service Improvement Action
  Plans which should be implemented in the “Kill the stupid rule habit”


• Uphold and maintain the SBM Bank
  Values.

Business Growth

• Drive revenue growth through
  revenue assurance and non-funded income


• Required to open, reactivate and
  retain set number of target accounts and cross sell full array of retail
  products while ensuring optimal channel utilization as per set targets.


• Deepen existing relationships and
  grow share of wallet/potential value within the Bank by recognizing and
  referring cross-sell opportunities through channel migration, cross sell
  and up sell of products and services that add value to the customer on the
  use of digital alternative channels.

Compliance and Audit

• Ensure that the branch look and
  feel is within set Customer Experience Standards including implementation
  of adherence to SBM Habits, Name tags (First Name Only), dress code –
  Clean Desk Policy and Floor Management of the banking hall


• Authenticate Customers identity
  and when positive, capture and update customer interactions accurately on
  CRM; when unable to validate, escalate interaction via CRM


• To ensure strict compliance with
  Branch Operations, Customer Experience Policy, Customer Service Standards
  and all other Bank Processes and Procedures so as to get It Right the
  First Time, every time for all branch staff


• Comply with respective Know Your
  Customer (KYC), KYP, KYT, Anti Money Laundering (AML) procedures and be
  alert at all times to unusual or possibly suspicious activity, and make an
  incident report to the Branch Manager, Customer Experience and Risk

Learning and Development

• Take responsibility to
  continually develop and learn, so as to improve personal performance in
  order to achieve individual, team and departmental SLA’s and KPI’s

Key Relationships

Customers of this Position

• External Customers


• Branch Colleagues


• Colleagues within Branch network
  and Central Office

Knowledge Requirements

Skills and Experience
required for this Role

• Bachelor’s degree in any
  discipline with a minimum of second class honors


• Good Communication Skills
  (written and verbal)


• Customer service management
  processes and procedures MS proficiency – Excel, PowerPoint, word etc

Competencies required
for this Role

• Working with people


• Adhering to principles and values


• Relating and networking


• Persuading and influencing


• Presenting and communicating
  information


• Writing and reporting


• Learning and researching


• Creating and innovating


•  Delivering results and
  meeting customer expectations


• Following instructions and
  procedures


• Adapting and responding to change


• Coping with pressure and setbacks


• Achieving personal work goals and
  objectives

How to Apply

CLICK HERE TO APPLY