Customer Experience Officer

AA Kenya

Customer

Experience

• Officer

• Job Type Full Time

• Qualification BA/BSc/HND

• Experience 2 - 4 years

• Location Nairobi

• Job Field Customer Care, Success and Service

• Job Purpose

• The Customer

Experience

• Officer is the voice of our members and customers inside AA Kenya. The role owns every piece of customer feedback we receive, whether it is praise, a suggestion, a query or a complaint, from the moment it arrives until it is resolved and the customer has been informed. The officer tracks turnaround times, produces a daily feedback report, and works hand in hand with the PR & Marketing Manager to protect and grow the AA Kenya brand.

Key Responsibilities

• Customer Feedback Management

• Receive, log and track all customer feedback from every channel: phone, email, WhatsApp, social media (Facebook, X, Instagram, LinkedIn), website, walk-ins, the Uba Mechanic app and Appointed Garages.

• Categorize feedback as compliments, complaints, suggestions or queries, and tag it by department, service and urgency.

• Acknowledge every piece of feedback promptly and keep the customer updated until the matter is closed.

• Route issues to the right department, follow up until they are resolved, and confirm customer satisfaction before closing the case.

• Capture positive feedback and testimonials (with consent) for use in PR and marketing content.

• Complaint Handling and Escalation

• Handle complaints with empathy, courtesy and professionalism, and aim to resolve them at first contact wherever possible.

• Escalate sensitive, repeat or high-risk complaints (including social media and reputational risks) to the PR & Marketing Manager immediately.

• Maintain a record of root causes and recurring issues, and recommend corrective actions to prevent repeat complaints.

• Turnaround Time (TAT) Management

• Monitor and enforce agreed response and resolution timelines for all feedback.

• Flag cases at risk of breaching turnaround time to the relevant department head and the PR & Marketing Manager before they are breached.

• Report on average response time, resolution time, and the number of open, overdue and closed cases.

• Reporting

• Daily report: a summary of feedback received, categories, actions taken, cases resolved, pending and overdue cases, and any urgent matters, submitted to the PR & Marketing Manager by close of business each day.

• Weekly and monthly reports: trends, recurring issues, customer satisfaction indicators, turnaround performance and recommendations.

• Keep the customer feedback database accurate, up to date and confidential.

• Support to the PR & Marketing Manager

• Provide real-time customer insight to inform PR messaging, campaigns and crisis communication.

• Draft holding statements, response templates and customer communication for the Manager's approval.

• Monitor social media and online mentions of AA Kenya, and alert the Manager to emerging issues or negative sentiment.

• Support events, campaigns and activations (such as awards, roadshows and partnerships) by handling customer queries and gathering feedback.

• Help maintain a library of FAQs, standard responses and customer service scripts.

• Undertake any other duties assigned by the PR & Marketing Manager.

• Qualifications and Experience

• Bachelor's degree in Communication, Public Relations, Marketing, Business Administration or a related field.

• 2–4 years' experience in customer service, customer experience or a similar role, preferably in a membership, motoring, insurance or service-based organisation.

• Experience with CRM or ticketing systems and social media monitoring tools.

• Proficiency in Microsoft Office (Excel, Word, PowerPoint) and report writing.

• Skills and Competencies

• Excellent written and spoken English and Kiswahili.

• Strong listening, empathy and conflict-resolution skills.

• Calm, professional and composed under pressure.

• Highly organized, with strong attention to detail and follow-through.

• Sound judgement on what to escalate and when.

• Ability to analyze data and spot trends.

• Discretion and respect for customer confidentiality.

• A team player who takes ownership and accountability

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