Retail Banking Department,

Tanzania.Customer Experience Executive
Tanzania, United Republic of
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Job Description
KEY RESPONSIBILITIES:

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 –

Particulars Detail Specific Field or Qualification
Need Type[1]

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

Experience –Years

Total Minimum No of Years Experience Required

Fresh Graduate (1 year experience added advantage)

[1] Need Types are : RQ = Required, AA = Added Advantage