Customer Engagement Officer at HF Group

Housing Finance Company of Kenya was incorporated as the premier mortgage Finance Institution in Kenya licensed under the Banking Act with the CDC and the GoK owning 60% and 40% respectively.

Housing Finance started operations with the main objective of implementing the government’s policy of promoting thrift and home ownership by lending ...

 

Customer Engagement Officer

  • Job TypeFull Time
  • QualificationBA/BSc/HND
  • Experience2 years
  • LocationNairobi
  • Job FieldCustomer Care 

Principle Accountabilities

  • Conducting customer research and customer feedback management - NPS, CSAT, Exit interview calls etc.
  • Conduct customer Life-Cycle Management i.e.
  • Onboarding, tools acquisition, channel utilization etc.
  • Engage customers in the defined customer lifecycle milestones within defined periods e.g. after 1-week guide customers on products that match their transaction before, week 2 – advice customer on properties on sale etc. 
  • Outbound calling (birthdays, anniversary, care calls, product utilization etc.) 
  • Churn management (understanding reasons for potential churn and advising business on the same).
  • Engaging customers with failed transactions.
  • Engaging customers with incomplete account opening.
  • Engage inactive customers as defined from time to time.

Minimum Qualifications, Knowledge and Experience

Academic & Professional Qualification

  • Bachelor's Degree from a recognized University.

Experience

  • At least 2 years working experience in a Customer service role preferably in the hospitality or banking sector

Method of Application

Interested and qualified? Go to HF Group on www.hfgroup.co.ke to apply

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