Customer Experience Specialist

About the role

The role focuses on enhancing customer satisfaction, loyalty, and retention by ensuring a positive and seamless journey across all touchpoints. You will engage with new and existing customers, provide product guidance, and manage collections.

Key responsibilities

• Conduct three follow‑up calls with each new customer in their first month to verify authenticity and provide product walkthroughs.
• Educate customers on PVSTAR system operations, payment methods, warranty policies, and product usage.
• Handle and resolve complaints, escalating complex technical issues to IT and communicating resolutions.
• Follow up on overdue payments, guide customers through repayment policies, and flag high‑risk accounts.
• Maintain accurate records of interactions and produce regular feedback and payment trend reports.

Required profile

• Bachelor’s degree in a relevant field.
• Minimum three years of experience in customer service, collections, or payment/system operations.
• Proficiency in English and ability to work locally in Kenya.

Required skills

• Strong customer communication and complaint‑handling abilities.
• Proficiency with office software, especially Excel for data consolidation and reporting.