KCB Bank Tanzania

Customer Experience Executive

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. 

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