Sacco Customer Care Agent Job Co-operative Bank
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Customer Service Jobs In Nairobi Kenya
CUSTOMER CARE AGENT (REF: CCA/04/24)
Job Purpose:
The Customer Care Agent will be responsible for providing and promoting a professional, high-quality frontline customer-focused service by efficiently handling in bound & outbound calls, correspondences at the SACCO, resolving customer queries in a timely manner, cross selling the SACCO products all geared towards increasing the SACCO profitability and upholding world-class service.
Reporting to the HR and Administration Officer
Job Type: Contract – Two (2) Years
Main Duties and Responsibilities
- Updates the Member complaints register daily to reflect the nature of the complaint and resolution provided;
- Respond to Member queries and complaints, through telephone, email, and WhatsApp;
- Interacting with the Members to provide them with relevant system-related information to address inquiries regarding and or emanating from system-related products and services;
- Receiving walk-in clients;
- Resolving product or service-related problems and handling of Member complaints in accordance with the SACCO’s guidelines and policies;
- Collecting customer information and analyzing customer needs;
- Doing weekly, monthly, and annual reports to the supervisor regarding customer service;
- Handling clerical tasks and any other duties that may be assigned from time to time.
Qualifications & Experience
For appointment to this grade, the employee must have;
- Degree in Public relations, Communication or Business Management from a recognized university.
- A diploma in cooperative management is an added advantage.
- Experience working with an ERP Software.
- Must be able to work in a fast-paced environment.
- A minimum of two years of progressive working experience in customer service, marketing or administrative function in a related organization (SACCO).
- Excellent oral communication skills are required to speak effectively and with diplomacy to Members.
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