Job Description
Department
Operations Section: Customer Service
Reports to: Senior Customer Relations Officer
Purpose Of The Job
The role of the customer relations officer — BOSA FOSA, is to provide superior customer service to customers of the Sacco.
Key Responsibilities/Accountabilities
• Provides superior customer service to BOSA/Head Office Staff
• Implements the customer service charter
• Supports the Senior Officer, Customer Service to deliver superior customer service.
• Handles, documents and recommends solutions to customer service complaints and where necessary escalates to the Senior Officer, Customer Service.
• Respond to general member enquiries while identifying and assessing member needs to achieve member satisfaction.
• Continually identify opportunities to improve the customer experience
• Assists in facilitating customer service training to Sacco employees through maintaining thorough knowledge of SACCO's products and services.
• Document customer service experiences for use as case studies in the training forums
• Markets the Sacco's products and service.
• Identifies bottlenecks in the existing processes that negatively impact the customer service for handling by the Senior Officer, Customer Service in liaison with the Head of Operations and the respective heads of departments
• Participates in the cross functional teams to address organization —wide related problems that impact on the delivery of superior customer service.
• Works at the Call Centre and front office to deliver superior customer service.
• Provision of financial advice to members on loan eligibility through loan computations.
• Create and register of all new Sacco accounts for approval by Senior Customer Service Officer and communicate on on-boarding process
• Preparation and presentation of comprehensive, timely and reliable daily and monthly reports. - Identify and close business growth opportunities.
• Manage member account status, updates data and cleans data on accounts.
• Performs any other duties as may be assigned from time to time
Experience
• 2 years' experience in customer service at a busy institution of similar level to the SACCO.
• Experience in handling premier customers, individuals of honor in the society and diplomats is added advantage.
Academic Qualification
• Undergraduate Degree in Business related subjects
Professional Qualification
• Certificate in Customer Service
How to Apply
Suitable qualified candidates should apply via email indicating the Job title and Job Reference number as the "Subject" of the e-mail. Attach your application letter. CV with full details of education background, professional qualifications, copies of certificates, relevant testimonials and copy of National ID.
The job applications must be submitted through recruitment@hrpowerhouse.co.ke
All applications should be received not later than 1700 hours (5.00pm) on Wednesday, October, 06, 2021.
Please note that ONLY shortlisted candidates will be contacted