Customer experience executive job at KCB Bank, January 2025

KCB Bank Tanzania is a prominent commercial bank in Tanzania and a subsidiary of the Kenya Commercial Bank (KCB) Group, one of the largest banking institutions in East Africa. Established in 1997, the bank offers a wide range of financial services, including personal banking, corporate banking, loans, and mobile banking solutions. KCB Bank Tanzania is known for its commitment to providing innovative, customer-centric banking products, with a focus on fostering financial inclusion and supporting the economic development of Tanzania.

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 –