Securex Contact Center Customer Experience Officer Job in Kenya


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
  • 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.

  • 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
  • Adherence to a robust revenue collection policy.
  • Continuous improvement of processes, procedures and service delivery.
  • Value adding talent management and succession planning
Key Competencies / Skills
Working with People

  • Shows respect for the views and contributions of other team
  • 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
  • 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
Entrepreneurial and Commercial Thinking

  • Keeps up to date with competitor information and market
  • 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 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.

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