HFC Limited, the banking and property finance subsidiary of HF Group, has an exciting opportunity in our Customer Experience Department. We are seeking a talented, dynamic, self-driven, and results-oriented individual who is committed to performance, excellence, and participating in our growth strategy.
As a Customer Engagement Officer, you will play a crucial role in engaging HF Group customers on phone for various initiatives including onboarding, customer feedback collection and customer retention.
Deadline: 2025-06-18
Category: Customer Experience
Subsidiary: HFC
Principle Accountabilities
- Conducting customer research and customer feedback management – NPS, CSAT, Exit interview calls etc.
- Conduct customer Life-Cycle Management i.e.
- Onboarding, tools acquisition, channel utilization etc.
- Engage customers in the defined customer lifecycle milestones within defined periods e.g. after 1-week guide customers on products that match their transaction before, week 2 – advice customer on properties on sale etc.
- Outbound calling (birthdays, anniversary, care calls, product utilization etc.)
- Churn management (understanding reasons for potential churn and advising business on the same).
- Engaging customers with failed transactions.
- Engaging customers with incomplete account opening.
- Engage inactive customers as defined from time to time.
Key Competencies and Skills
Technical Competencies
- Computer /IT skills, including knowledge of Microsoft office applications e.g. Word; Excel; PowerPoint etc.
- Good understanding of the bank products and services.
- Telephone operating skills.
- Process orientation.
- Strong business acumen.
- Analytical Skills.
- High Emotional Intelligence.
- Good report writing skills.
General Competencies
- Excellent written and verbal communication skills (articulate) coupled with good listening and critical reasoning skills.
- Keen to details.
- Proactive, confident, energetic and able to work under pressure with a positive attitude and use good organization skills.
- Fluent in both written and spoken English and Kiswahili.
- Good listening skills.
- Customer Service skills (soft skills)
- Good Interpersonal skills.
- Negotiation skills.
- Time management skills.
- Good selling/influencing skills.
- Sensitivity to customer issues.
- Team working and Networking skills.
- Good analytical skills.
- Customer Focused.
Minimum Qualifications, Knowledge And Experience
Academic & Professional Qualification
- Bachelor’s Degree from a recognized University.
Experience
- At least 2 years working experience in a Customer service role preferably in the hospitality or banking sector.