_edited.png){kind=small}
Share this Job:
Customer Experience Consultant job at KCB Bank | Apply Now
Are you looking for Bank Jobs in Uganda 2024? If yes, then you might be interested in Customer Experience Consultant job at KCB Bank
Kampala, Uganda
Full-time
Deadline:
August 25, 2024 at 2:00:00 PM
About the Organisation
KCB Bank Uganda which has been part of the KCB Group since 2007, is a financial service provider that focuses on providing innovative banking solutions in Uganda. It is licensed as a commercial bank by the Bank of Uganda, the national banking regulator.
.png)
Job Title
Customer Experience Consultant job at KCB Bank
Job Description
Offer and deliver effective customer service while ensuring adherence to policies and procedures.
Provide guidance and support to customers while mitigating inherent risks to improve service delivery.
Duties and Responsibilities
Cross sell all bank products and services.
Attend to customer’s queries whilst lodging them In ECRM
Resolve and minimize number of customers complaints.
Receive and analyze customer applications for ATM cards, Credit cards and cheque books, prepare quality recommendations within set T.A.T.
Maintain proper documentation and custodianship of Blank forms.
Ensure 100% collection of revenues for services rendered.
Rectify irregularities highlighted in the audit report in customer service area.
Punctual and accurate submission of relevant reports.
Ensure all relevant stationary is available to customers.
Cleanliness of the banking hall.
Any other duties assigned from time to time.
.png)
Qualifications and Competencies
Degree: Bachelor’s degree in Business Administration, Marketing, Psychology, Sociology, or a related field. A Master’s degree or MBA can be advantageous.
Certifications: Certifications in customer experience management, such as Certified Customer Experience Professional (CCXP) or similar, are beneficial.
Experience
Industry Experience: Typically 3-7 years of experience in customer experience, customer service, or related roles. Experience in consulting, especially in CX, is highly valued.
Project Management: Proven experience in leading or managing customer experience improvement projects.
Customer Journey Mapping: Hands-on experience with customer journey mapping and analysis.
Data Analysis: Proficiency in data analysis tools and techniques to interpret customer feedback and behavior.
CX Tools: Familiarity with CX tools and platforms like CRM systems, customer feedback management tools, and analytics software.
Design Thinking: Knowledge of design thinking principles and methodologies for developing customer-centric solutions.
Digital Proficiency: Understanding of digital channels and how they contribute to the overall customer experience.
Soft Skills
Communication Skills: Excellent verbal and written communication skills to articulate insights and recommendations effectively.
Empathy: Ability to empathize with customers and understand their needs, emotions, and pain points.
Problem-Solving: Strong problem-solving skills to identify customer experience issues and develop actionable solutions.
Collaboration: Ability to work cross-functionally with different teams (e.g., marketing, sales, product development) to implement CX strategies.
Adaptability: Flexibility to adapt to different industries and client needs.
How to Apply
APPLICATION FOR THIS POSITION MUST BE DONE ONLINE:
Are you interested? Click the "APPLY" button below to submit your application.
0
PRO CV WRITER
Increase your chances of getting hired with the perfect resume
Let us help you create a perfect CV and Cover Letter!
30% higher chance of getting a job
42% higher response rate from recruiter
Interview Pack @ shs. 5,000 only
Related Jobs
You may also Like!
.png)
