Senior Officer – Customer Experience at Rafiki Microfinance Bank

Rafiki Microfinance Bank is a place where creativity and positive ambition are infectious. We are restless to win, to meet the changing needs of our customers and unlock growth opportunities. 

 

Senior Officer – Customer Experience

  • Job TypeFull Time
  • QualificationBA/BSc/HND
  • Experience5 - 6 years
  • LocationNairobi
  • Job FieldCustomer Care 

Job Summary:

Responsible for standardizing customer service and experience across the 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:

  • Bachelor’s degree from a recognized institution in Marketing or a business-related field.
  • 5-6 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.

Check how your CV aligns with this job

Method of Application

Interested candidates are requested to send their cover letter and CV to hr@rafiki.co.ke  quoting the position applied for on the e-mail subject on or before 4th November 2025 at 5:00pm.

Comments

Post a Comment

Popular posts from this blog

Customer Support Representative at BasiGo

BasiGo is an e-mobility start-up looking to revolutionize the public transportation sector by providing public transport bus owners with a cost-effective electric alternative to diesel. Headquartered in Nairobi, Kenya, our team is strategically composed of seasoned entrepreneurs who have spent over a decade working and innovating within electric vehicle t...   Customer Support Representative Job Type Full Time Qualification BA/BSc/HND , Diploma Experience Location Nairobi Job Field Customer Care  About the role:  We are looking for Customer Support Representatives (CSR) to assist our customers with technical problems when using our products and services. You will be the primary point of contact for our customers and coordinate with all BasiGo departments to ensure that issues are resolved within SLA and customers are communicated promptly.  To be successful in this role, you should be an excellent communicator who easily gains client trust. You should ...
Read more

Operations Associate at Kopo Kopo Inc

Kopo Kopo was launched in 2012 where we partnered with Safaricom to bring Lipa na M-Pesa Buy Goods service to small and medium businesses throughout Kenya and, today, we serve thousands of businesses from salons to restaurants to office supply stores, to schools. We have since partnered with other aggregator and mobile money partners with the ultimate goal of helping businesses leverage mobile payments. We are grateful for our unusual journey and look forward to helping our merchants in growing and prosper in the years ahead.   Operations Associate Job Type Full Time Qualification BA/BSc/HND Experience Location Nairobi Job Field Customer Care  Salary Range KSh 50,000 - KSh 100,000/month The Job:   The role will combine aspects of customer service and operations duties. Ultimately, you will be responsible for quickly solving problems for businesses that rely on Kopo Kopo’s technology. You will ensure that Kopo Kopo’s information systems are kept up to date, and will engage...
Read more

Stores Clerk at Stratostaff

At Stratostaff we design, implement and manage workforce solutions for large, specialized or routine staff complements giving you the opportunity to focus on your core business.   Stores Clerk Job Type Full Time Qualification Diploma Experience 2 years Location Nairobi Job Field Procurement / Store-keeping / Supply Chain  ROLE PURPOSE   The ideal candidate will bring strong technical knowledge of spare parts, a solid understanding of inventory systems, and the ability to manage multiple stores efficiently. They will manage inventory across all store locations, including receiving and verifying deliveries, organizing and labeling stock, and issuing parts to mechanics and service teams. The role includes conducting regular stock checks, reconciling variances, liaising with suppliers and procurement on replenishment, maintaining accurate ERP records, and preparing inventory reports. The Stores Clerk will also help improve processes to strengthen stock control and operat...
Read more