Customer Experience Executive at KCB Bank March, 2024

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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