Vacancy title:
Assistant Manager – Customer Experience & Communication

[Type: FULL_TIME, Industry: Finance, Category: Management]

Jobs at:
Rafiki Microfinance Bank

Deadline of this Job:
Friday, September 12 2025

Duty Station:
Kenya | Nairobi | Kenya

Summary
Date Posted: Friday, September 12 2025, Base Salary: Not Disclosed

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JOB DETAILS:

Key Responsibilities

• Develop and implement department processes, policies, and procedures to ensure maximum efficiency.
• Oversee the achievement and maintenance of agreed customer service levels and standards.
• Develop and monitor Customer Service performance indicators – customer satisfaction index, mystery shopping index, SLAs, TAT standards and provision of weekly and monthly reports.
• Generate strategic insights from Voice of the Customer studies / surveys done at all customer touch points to improve on product experience.
• Oversee key processes related to the collection of complaints and general customer feedback and ensure closure.
• Management of the contact center: Monitor daily call volumes and work flows to ensure timely and effective responses to phone calls, and emails.
• Train on customer service best practice.
• Communicate feedback regarding service failures/customer concerns to the top management of the organization.
• Ensure bi-weekly update of the escalation matrix to drive efficiency.
• Any other official duty as may be assigned by supervisor.

Qualifications

• Bachelor’s degree from a recognised institution in Marketing or a business-related field.
• 3-4 years working experience in a customer experience, communications, or contact center management role.
• Proven experience in developing and implementing customer service policies and procedures.
• Strong analytical skills with experience monitoring and reporting on performance metrics (e.g., CSAT, SLAs, TAT).
• Excellent communication, interpersonal, and leadership skills.
• Experience in training staff on customer service best practices.
• Ability to manage a team and work effectively in a dynamic environment.

Work Hours: 8

Experience in Months: 36

Level of Education: bachelor degree

Job application procedure

Send your cover letter and CV to info@antiki.co.ke stating
Assistant Manager – Customer Experience & Communication
as the subject. Only shortlisted candidates will be contacted

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