The Customer Experience Officer at Dimkes Sacco serves as the primary point of contact for all callers and visitors in the branch. This role is responsible for ensuring that a high quality of service is delivered at all times, handling customer complaints, and providing assistance to both members and staff. The successful candidate will manage customer inquiries, perform account openings, and ensure compliance with regulatory guidelines while promoting the Sacco's products and maintaining a professional corporate image.
Key Responsibilities
Serve as the first point of contact for all branch visitors and callers, delivering high-quality service.
Receive and resolve customer complaints efficiently.
Answer telephone enquiries and assist visitors and staff with organizational queries.
Take ownership of enquiries, identify customer needs, and offer appropriate solutions using active listening and questioning skills.
Register new customers and open accounts, including alternative business channels like Mchipuka.
Ensure strict compliance with AML and KYC prudential guidelines in daily operations.
Maintain the branch's corporate image, including the cleanliness of the banking hall.
Assist in queue management for efficient service delivery.
Conduct branch trainings on customer service, experience, and product management.
Activate dormant accounts to ensure member retention.
Ensure marketing and promotional materials are visible in strategic areas of the banking hall.
Manage the visitor log and register.
Drive business development through membership recruitment and deposit mobilization.
Perform any other duties as assigned.
Requirements and Qualifications
Education: A Bachelor's degree in a business-related field or Public Relations.
Experience: A minimum of Two (2) years’ relevant working experience.
Certifications: Professional certifications in relevant fields will be an added advantage.
Compliance: Must fulfill the requirements of Chapter Six of the Constitution of Kenya 2010.
Skills and Attributes
Excellent interpersonal and communication skills.
Strong analytical and decision-making abilities.
Active listening skills.
Customer-oriented mindset.
How to Apply
Interested candidates should submit their application to careers@dimkessacco.co.ke by 23rd February 2026.
Mandatory Instructions:
Clearly indicate your Current and Expected salary in the cover letter.
Indicate the position applied for in the subject line.
Only shortlisted candidates will be contacted.
How to Apply
Application should be submitted through careers@dimkessacco.co.ke by 23rd February 2026.
Note:
Clearly indicate your Current and Expected salary in the cover letter (Mandatory).
Indicate the position applied for on the subject line.
Successful candidates must fulfill the requirements of chapter six of the constitution of Kenya 2010.
