Customer Experience Executive at KCB Bank

Key responsibilities are Handling customer queries i.e., Handling customers calls and emails coming to KCBT contact center. through social media with collaboration with Marketing Department

• Conducting below the line campaigns/communication through bulk SMS and calls
• Conducting all branches daily system health check surveys
• Handle queries coming through social media with collaboration with Marketing.
• Compile customer experience reports.
• Supporting branches in resolving issues particularly when other units /departments are involved (escalated and long outstanding customer queries)
• Support in deployment of customer experience projects
• Conduct quality checks on raised complaints from branches.
• Participate fully in preparing and supporting customer engagement activities.
• Cross selling other products of the bank
• Facilitate customer surveys (NPS & CES) with the support from Group Strategy team.

Academic & Professional 

• Education Bachelor’s degree Bachelor’s degree from any recognized institution RQ
• Master’s degree Business Related AA

Experience –Years

• Fresh Graduate (1 year experience added advantage)