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Job Details
Terms of Reference
Posted: 2026-04-19 08:14:36 Deadline: April 22, 2026 Job Salary: Confidential
The Customer Experience Consultant serves as a key communication link between National Bank and its customers across digital channels including telephone, SMS, email, and social media. The role focuses on addressing customer queries, resolving complaints, and providing real time support to enhance service delivery, customer satisfaction, loyalty, and retention.
Position Details
Job Title: Customer Experience Consultant
Number of Positions: 13
Division: Operations
Department: Customer Experience
Location: Head Office
Reporting To: Manager, Contact Centre
Job Reference: NBK/OPS/05/2026
Position Scope
This role is responsible for managing customer interactions across multiple communication channels and ensuring timely resolution of inquiries and complaints while maintaining high standards of customer service.
Key Responsibilities
Handle inbound and outbound customer interactions professionally in line with defined standards.
Provide accurate information on products and services.
Manage customer complaints in accordance with established procedures.
Record all interactions in eCRM or relevant systems and track resolution progress.
Liaise with internal teams to resolve customer issues or provide requested information.
Escalate complex issues to the Team Leader, Manager, or Head of Department when necessary.
Follow up on unresolved customer inquiries promptly.
Process customer requests such as blocking or disabling compromised channels or instruments and re ordering replacements.
Conduct closure calls to confirm resolution of customer complaints.
Maintain up to date knowledge of products, services, policies, and procedures.
Upsell and cross sell relevant products and services.
Collect customer feedback and recommend improvements or new products.
Manage switchboard operations for incoming calls from customers and staff.
Participate in departmental meetings and updates on systems, products, and processes.
Perform any other duties as assigned.
Qualifications and Skills
Experience in banking or a contact center environment is preferred.
Knowledge of banking products and services.
Strong analytical and problem solving skills.
Excellent written and verbal communication skills.
Strong interpersonal skills and ability to work in a team.
Proficiency in information technology systems and tools.
Self motivated, independent, and able to work with minimal supervision.
Application Process
Interested and qualified candidates should complete the application form and submit their CV along with an application letter via email to:
Recruitment@nationalbank.co.ke
Applications must be submitted by Wednesday 22nd April 2026.
View the full job description here:
Job Profile - Customer Experience Consultant
Browse more opportunities at:
https://www.nationalbank.co.ke/about-us/careers
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