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.
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.
- 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.
- 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