1 jobs in Rafiki Microfinance Bank
Assistant Manager-Customer Experience
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Job Description
Job Title:
Assistant Manager – Customer Experience
Location:
Rafiki Microfinance Bank - Head Office
Department:
Marketing, PR & Customer Experience
Reports To:
Senior Manager Marketing, PR & Customer Experience
Job Summary:
Responsible for standardizing customer experience across the microfinance bank network to ensure that the team offers top level and efficient service to internal and external customers.
Key Responsibilities:
· Develop and implement department processes, policies, and procedures to ensure maximum efficiency.
· Oversee the achievement and maintenance of agreed customer service levels and standards.
· Develop and monitor Customer Service performance indicators – customer satisfaction index, mystery shopping index, SLAs, TAT standards and provision of weekly and monthly reports.
· Generate strategic insights from Voice of the Customer studies/surveys done at all customer touch points to improve on product experience.
· Oversee key processes related to the collection of complaints and general customer feedback and ensure closure.
· Management of the contact center: Monitor daily call volumes and work flows to ensure timely and effective responses to phone calls, and emails.
· Train on customer service best practice.
· Communicate feedback regarding service failures/customer concerns to the top management of the organization.
· Ensure bi-weekly update of the escalation matrix to drive efficiency.
· Any other official duty as may be assigned by supervisor.
Qualifications:
1. Bachelor's degree from a recognized institution in Marketing or a business-related field.
years working experience.
Skills and Competencies:
· Communication skills
· Interpersonal skills
· Problem Solving
· Analytical
· Self-Driven
· Professionalism
· Innovation
· Quick thinker
· Results oriented
· Computer skills
· Emotional Intelligence; Dynamic, individual with the ability to work under pressure.
How to Apply
Interested candidates are requested to send their cover letter
and CV to
quoting the position applied for on the e-mail subject on or before 12
th
September 2025
at 5:00pm.