Customer Experience Officer – Kenya – 2025

Full Time
  • Full Time
  • Kenya

Hela Capital Ltd

Customer Experience Officer – Kenya – 2025


Position Details:

  • Position: Customer Experience Officer
  • Location: Kenya
  • Type of Job: Full-time
  • Job Category: Customer Care
  • Salary: Competitive (Based on experience)
  • Reporting to: Customer Experience Manager
  • Application Deadline: January 17, 2025

Introduction

Are you passionate about delivering exceptional customer service and creating memorable experiences? This exciting opportunity as a Customer Experience Officer offers a chance to grow, innovate, and positively impact customer satisfaction in a dynamic and collaborative environment. Join a forward-thinking team that values creativity, adaptability, and a commitment to excellence. This role is onsite, providing opportunities to engage directly with clients and internal teams to enhance service delivery.


About Hela Capital Ltd

Hela Capital Ltd is a leading financial technology company in Kenya, dedicated to offering innovative solutions through its flagship product, Hela Pesa. With a strong focus on financial inclusion, the company delivers tailored financial services that empower businesses and individuals to achieve their goals. Hela Capital is committed to continuous innovation, delivering superior customer support, and fostering sustainable growth in the financial sector.

For more information, visit Hela Capital Ltd’s Official Website.


Key Responsibilities

As a Customer Experience Officer, your responsibilities will include:

Customer Support and Issue Resolution

  • Receiving calls and registering client issues while responding in a satisfactory and professional manner.
  • Monitoring and engaging in real-time on Hela Pesa live chat, ensuring clients receive prompt and accurate assistance.
  • Addressing customer inquiries across social media platforms with professionalism and empathy.
  • Assisting clients in downloading the Hela Pesa App and guiding them through product registration.

Service Excellence and Client Engagement

  • Delivering quality service to enhance customer satisfaction.
  • Actively promoting Hela’s products and services during customer interactions.
  • Capturing customer data on the Hela Pesa Customer Service System and following up to resolve issues efficiently.
  • Managing customer complaints and escalating unresolved matters to the appropriate team members.

Continuous Improvement and Reporting

  • Analyzing customer feedback to identify areas for service enhancement.
  • Preparing reports on customer care issues to inform strategic decisions.
  • Collaborating with the sales and marketing team to support assigned client issues effectively.

Promoting Client-Centric Solutions

  • Identifying and implementing innovative strategies to enhance the client experience.
  • Maintaining a professional demeanor and exceptional phone etiquette at all times.

Qualifications and Skills

Minimum Qualifications

  • A degree in any business-related field.
  • At least two years of experience in customer care.
  • Proficiency in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint).

Key Competencies

  • Outstanding communication skills (written and verbal).
  • Exceptional interpersonal abilities.
  • Demonstrated professional phone etiquette.
  • Attention to detail and strong organizational skills.
  • Ability to multitask and work well under pressure.
  • A team player with a willingness to collaborate across departments.

Additional Requirements

  • Flexibility to work evenings and weekends when necessary.

Company Culture and Values

At Hela Capital Ltd, we believe in fostering an environment of collaboration, innovation, and excellence. Our team is driven by a shared commitment to:

  • Customer satisfaction: Placing clients at the heart of everything we do.
  • Integrity: Upholding transparency and ethical practices.
  • Innovation: Delivering creative and efficient solutions.
  • Teamwork: Promoting a supportive and inclusive work environment.

Apply Now for the Customer Experience Officer Role

Ready to make a difference in customer satisfaction? Submit your application before January 17, 2025, and take the next step in your professional journey.

Click the Apply for Job button to apply now!

For similar roles, visit our job opportunities page to explore more exciting careers.


We are an equal opportunity employer and are committed to attracting and retaining the best employees from all backgrounds. Only shortlisted applicants will be contacted.

To apply for this job please visit helapesa.co.ke.


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