HomeBlogsVacancy: Customer Experience Executive

Safaricom Investment Co-operative (SIC) an investment cooperative set up in 2009 under the Co-operatives Act Cap 490, seeks to fill the position of Project Clerk.

Overall purpose of the job

Responsible for efficient and timely management of the customer life cycle to meet company’s objectives of profitability and customer satisfaction.

Duties and Responsibilities

Customer Relationship Management:

  1. Oversee day to day customer operations.
  2. Implement an effective customer relationship management system to foster customer loyalty.
  3. Assist line managers in establishing coordination with the internal teams to deliver seamless customer service.

Customer Care Phone Call Management:

  1. Manage all inbound calls through our customer care lines.
  2. Escalate customer issues to respective executing officers.
  3. Ensure customer satisfaction on all received calls.
  4. Maintain a call success rate of above 85% at any given time.
  5. Offer first call resolution in an easy and understandable way.

Customer Care Emails Address Correspondence:

  1. Manage the main customer service email address (info@sic.co.ke)
  2. Ensuring prompt, actual and factual responses within 12 hours.
  3. Escalate matters to relevant executive officers.
  4. Ensure customer delight with every response.
  5. Capture customer feedback to aid in improvement areas.

Academic Qualifications

  • A bachelor’s degree.

Knowledge and Skills

  • Two (2) years working experience as a customer service executive.
  • Ability to solve problems.
  • Ability to manage time effectively.
  • Skills with Microsoft Word Office, Excel, PowerPoint, Outlook etc
  • Ability to pay attention to detail.
  • Good communication skills.


If you meet the above requirements, kindly send your applications to recruitment@sic.co.ke by Friday 10th September 2021.