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We are looking for a dynamic and customer-focused Customer Experience (CX) Officer to drive exceptional service delivery and enhance customer satisfaction across all service channels.
Job Summary
- Type: full-time
- Location: Harare
- Category: Customer Service
- Closing Date: 2026-05-26
Key Responsibilities
- Deliver excellent customer service across the Contact Centre, outbound calling, and digital channels
- Manage and resolve customer enquiries efficiently within established service standards
- Monitor and respond to customer interactions across the Contact Centre and social media platforms
- Analyse customer feedback and identify opportunities to improve customer experience
- Support process improvements, digital innovation, and transformation initiatives
- Prepare reports on customer trends, interactions, and performance metrics
- Collaborate with internal teams to resolve escalations and improve service delivery
- Ensure compliance with all regulatory requirements, including KYC and AML
Requirements
- Degree in Marketing, Media Studies, or a related field
- Customer Experience certification (e.g. CICM) is an added advantage
- 1-3 years’ experience in customer service, Contact Centre operations, or banking
- Strong understanding of customer experience principles, digital channels, and CRM systems
- Key Competencies
- Excellent communication and interpersonal skills
- Strong analytical and problem-solving abilities
- Customer-centric mindset with a passion for service excellence
- Ability to work in a fast-paced, multi-channel environment
How to Apply
Interested candidates who meet the above requirements should submit their CVs to [email protected], with the subject line clearly stating: Customer Experience (CX) Officer, by 26 May 2026.
Only shortlisted candidates will be contacted.
Frequently Asked Questions
What are the typical educational qualifications and skills required for a CX Officer role in Zimbabwe?
A diploma or degree in marketing, business administration, communication, or a related field is often preferred. Strong interpersonal skills, problem-solving abilities, and digital literacy are also crucial for success in this role.
What does a typical day look like for a CX Officer at a bank in Zimbabwe?
Daily tasks involve interacting with customers, resolving inquiries, gathering feedback, and analyzing customer journey data to identify areas for improvement. You'll also work on implementing customer experience strategies and initiatives to enhance service delivery.
What is the typical work culture and what are the expectations for a CX Officer in a Zimbabwean banking environment?
The banking sector in Zimbabwe emphasizes professionalism, integrity, and excellent customer service in a dynamic environment. Punctuality, strong communication, and a proactive approach to problem-solving are highly valued and expected.
What are the potential career growth opportunities for a CX Officer within the Zimbabwean banking sector?
With experience, you can advance to roles like Senior CX Officer, CX Team Lead, or even Customer Service Manager within the bank. Opportunities might also arise in related departments such as marketing, product development, or quality assurance.
What kind of employee benefits are typically offered for a CX Officer role at a bank in Zimbabwe?
Most reputable banks in Zimbabwe offer competitive benefits packages, typically including medical aid, pension fund contributions, and annual leave. Some may also provide transport allowances, staff loans, or performance-based incentives.
What should I include in my application and what do Zimbabwean employers look for when hiring a CX Officer?
Highlight your customer service experience, communication skills, and any relevant certifications in your CV and cover letter. Employers seek candidates who are empathetic, results-oriented, and demonstrate a genuine passion for enhancing customer satisfaction and loyalty.