# Bank Officer -Customer Experience Job KCB Bank, Nairobi, Kenya

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Company: KCB Bank, Nairobi, Kenya

Category: Banking & Financial Services

Location: Kenya

Work type: Full-time

Work arrangement: On-site

Published: 2026-08-17

Expires: 2026-10-01

## Job Description

### Key Responsibilities

- Deliver timely and effective resolution of customer inquiries and complaints, ensuring a high level of customer satisfaction.

- Drive customer-centric service delivery by anticipating and responding to customer needs with professionalism and empathy.

- Manage customer interactions through ECRM and other systems, ensuring accurate logging, tracking, and closure of queries.

- Contribute to business growth by enhancing customer relationships and promoting appropriate products/services where relevant.

- Achieve individual, team, and departmental KPIs and SLAs through consistent performance delivery.

- Identify and analyze customer pain points and recurring issues, providing insights and recommendations for improvement.

- Ensure compliance with internal policies, procedures, and regulatory requirements in all customer engagements.

- Support audit and control processes, including timely resolution of audit findings and adherence to risk controls.

- Drive continuous service improvement across all customer touchpoints and service channels.

- Provide leadership support and supervision of staff where assigned.

Daily Responsibilities

- Maintain proper use and care of work tools, promptly reporting any faults or issues

- Provide and receive constructive feedback to support continuous improvement

- Collaborate effectively with team members to ensure seamless service delivery

- Participate in process improvements and productivity initiatives

- Adhere to assigned schedules, shifts, and operational requirements

- Demonstrate ownership, accountability, and professionalism in all assigned tasks

### How to Apply

Click here to apply

## Apply

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