Customer Experience / Success Manager
Job summary
The customer experience manager will play an important role enhancing customer satisfaction and to identify opportunities for improving service delivery to a wide range of clientele across various fields.
Job descriptions & requirements
Description/ Duties/Responsibilities
1.Develop standardized Quality Assessment tools to measure the quality-of-service quality delivery
2.Recommend process improvements based on feedback from customers themselves, and staff in the field and in the development as well.
3.Represent the company both internally and externally to foster good customer relationship
4.Track and report on impact of the established as well as proposed customer service improvement approaches.
5.Identify the main customer issues raised on a daily basis through support platform, calls and from daily reports and to provide a root cause analysis with recommendations on how to mitigate these issues.
6.Monitor the customer issues response rate, resolution rate and email quality.
7.Prepare management reports and service audit reports on weekly basis.
8.Respond to basic customer queries
9.Ensure customers have a positive experience that reflects the company’s brand values
10.Support the company in promoting its products, services, and offers.
11.Educate customers and onboard them to the online support platform.
To apply
Send your CV and a cover letter to
hr@optimumsystems.co.ke
no later than 21 April 2026.
Only shortlisted candidates will be contacted.
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