Customer Experience Executive Job in Kenya

CFAO
Motors Kenya Multibrand Division

1. JOB INFORMATION

Job Title: Customer Experience Executive - Multi-Brand

Division: Executive Office

Department: Customer Relations

Business Unit: Customer Relations

Reports to: Customer Relations Manager

Work station: CMK Lusaka Road

Direct Reports: N/A

Indirect Reports: N/A

2. JOB PURPOSE

To be a professional driver of
the Customer Promise, ”You will Love the CFAO Motors Experience” by ensuring
Customer Satisfaction through timely resolution of Customer complaints across
CMK Branches & Brands.

Collecting & analyzing
Customer feedback from surveys (CSI & NPS) & working with the relevant
Teams to come up with Kaizens to improve CMK’s level of service delivery.

Working closely with CR Team
& relevant Teams to analyze & take action on Customer trends/needs,
ideas & suggestions, to improve the overall Toyota Experience for all
Customers.

3. MAIN RESPONSIBILITIES OF THE JOB

a) VOC Management at CMK Lusaka
Road Branch – Mercedes Benz, VW, Hyundai, Sinotruk, Hino & Suzuki

✓ Weekly coordination of VOC Champions meetings for
all Teams that the CR executive supports

✓ Weekly follow up with 3S Teams for timely closure
of negative VOC on the CRM system for all Teams the CR executive supports

✓ Weekly follow up with 3S Teams for timely closure
of Enquiries on the CRM system

✓ Monthly identify trends in Customer satisfaction,
making Kaizen a priority for improvement

✓ Refresher Training to 3S Teams on VOC Management

b) Complaint Handling at CMK
Lusaka Branch

Daily follow up of CMK Branches
& Brands that the CR executive supports, for General complaints handling up
to closure (not more than 30 days).

Compiling OCR reports monthly
from Branches the CR executive supports.

c) Enquiries Management

✓ Daily Management of CFAO Website Enquiries
(receiving, escalating, following up)

✓ Daily Management of Live Chat on CMK’s Website (as
assigned by CR Manager)

✓ Daily Management of WhatsApp for Business (as
assigned by CR Manager)

d) Tracking & Reporting of
CR activities

✓ Customer visits – arranging give-aways, taking
photos and compilation of reports

✓ Annual CR Activities Calendar – roll out, tracking
& reporting of Customer retention activities

✓ Tracking of expenses for CR Calendar related
activities at Lusaka Road

✓ Support with sales activations and customer events

✓ Support CR projects as assigned by CR Manager

✓ Support Customer Handling Guideline Training and
other relevant training to Teams across the business (CMK Staff, New Staff
& Outsourced Staff i.e. Guards, Receptionists, Call Center, Cashiers,
Switchboard), Dealers & TKASC).

✓ Support CMK’s/TKF’s Corporate Social Responsibility
activities as assigned by the CR Manager

✓ Support Marketing & various Teams with events
such as launches i.e. RSVP, hostess roles, etc.

✓ Communicate to Customers via Email, Bulk SMS &
WhatsApp for Business as the need arises

e) Relationship Building

Build and maintain strong
working relations with both the Internal & External Customers

f) Adhok duties

Any other tasks/duties or
projects as assigned by the CR Manager

4. KNOWLEDGE, SKILLS AND EXPERIENCE

Minimum level of educational qualification required
to perform effectively in the role

Minimum Diploma in Hospitality,
Customer Service or Business-related field

Minimum level of academic qualification and work
experience required to perform effectively in the role

Minimum 3 years in a front-line facing role with
proven experience in Customer handling

Experience in working in a Customer Service role is
an added advantage

Experience in Call Center and Switchboard Management
is an added advantage

Technical knowledge is an added advantage

5. WORKING RELATIONSHIPS

Key Internal customers

a) All Sales, Parts, Service
& Body Shop Teams (all Branches & Brands)

b) Marketing Team

c) Dealers

d) TKASC

Support the below Teams/Brands

a) Mercedes Benz (3S)

b) VW (3S)

c) Hyundai (3S)

d) Sinotruk (3S)

e) Suzuki (3S)

f) Hino (3S)

External Customers

a) All Customers to CMK
Branches across all Brands

6. COMPETENCIES

Technical

a) Proficient in Microsoft
Office applications/computer literacy

b) Basic product knowledge

c) Driving skills

Functional

a) Excellent Customer Service
skills

b) Excellent communication skills

c) Excellent presentation skills (written & spoken)

d) Excellent negotiation skills

e) Excellent report writing skills

f) Excellent problem-solving skills

g) Excellent organizations skills

Behavioral

a) Pleasant and outgoing
personality

b) A team player

c) Helpful and resourceful

d) Passionate, enthusiastic & willing to serve both internal and external
Customers

e) Empathetic - able to put self in the Customers shoes

f) Ability to work under pressure and meet deadlines

g) Able to work with minimal supervision

h) Able to maintain confidentiality

How to Apply

If you meet the requirements,
kindly forward your application enclosing a detailed word version of your
curriculum vitae together with a cover letter by 28th May 2023 to
swanjira@cfao.com

Please indicate Customer
Experience Executive - Multibrand as the header of your email.