Customer Experience Officer

About the role

The Customer Experience Officer is the voice of AA Kenya's members and customers, owning every piece of feedback from arrival to resolution. The officer tracks turnaround times, produces a daily feedback report and works with the PR & Marketing Manager to protect and grow the AA Kenya brand.

Key responsibilities

• Receive, log and track feedback from phone, email, WhatsApp, social media, website, walk-ins, the Uba Mechanic app and appointed garages, categorising it and tagging it by department, service and urgency.
• Acknowledge every case promptly, route issues to the right team, follow up to resolution and confirm customer satisfaction before closing.
• Handle complaints with empathy and professionalism, escalating sensitive, repeat or reputational cases to the PR & Marketing Manager immediately.
• Monitor turnaround times, flag cases at risk of breach and report on response and resolution times and open, overdue and closed cases.
• Produce daily, weekly and monthly reports on volumes, trends, root causes and turnaround performance, keeping the feedback database accurate and confidential.
• Support the PR & Marketing Manager with real-time customer insight, draft holding statements and response templates, monitor online mentions and help maintain FAQs and service scripts.

Required profile

• Bachelor's degree in Communication, Public Relations, Marketing, Business Administration or a related field.
• 2-4 years' experience in customer service, customer experience or a similar role, preferably in a membership, motoring, insurance or service-based organisation.
• Excellent written and spoken English and Kiswahili.

Required skills

• CRM or ticketing systems and social media monitoring tools.
• Microsoft Office (Excel, Word, PowerPoint) and report writing.
• Strong listening, empathy, conflict resolution and reporting skills.

Nice to have: experience in membership, motoring or insurance settings, ability to draft response templates, and experience handling sensitive complaints. Apply through the careers page with a CV and cover letter.