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
1.Conducting customer research and customer feedback management – NPS, CSAT, Exit interview calls etc.
2.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).
3.Engaging customers with failed transactions.
4.Engaging customers with incomplete account opening.
5.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.
