Job Description
IPOA/HR/21/2023: CUSTOMER CARE OFFICER I, IPOA GRADE 9 (1 POSITION)
(CONSOLIDATED SALARY KES. 64,500 - 97,500)
Reports to: Customer Care Officer I
Direct Reports : Customer Care Assistant I
Indirect Reports: Customer Care Assistant II
Job Purpose
Responsible for receiving clients and addressing their issues in a timely and efficient
manner.
Key Responsibilities/ Duties / Tasks
Operational Responsibilities / Tasks
1. Implement guidelines, plans, standards and procedures that impact on customer
care functions in the respective office of deployment;
2. Receive client concerns, queries and complaints and forward to the relevant office;
3. Receive, attend and direct customers and telephone calls to relevant office;
4. Conduct customer satisfaction exit interviews;
5. Collect data and update records relating to Customer Care Services;
6. Implement risk mitigation measures in the office of deployment; and
7. Develop and implement individual work plan
Job Dimensions:
I. Financial Responsibility
Draft annual work plan and budgets;
II. Responsibility for Physical Assets
Responsible for Office equipment, furniture and records
III. Decision Making / Job Influence
Operational decisions
IV. Working Conditions
Predominantly in an office setting with occasional field travel.
Job Competencies (Knowledge, Experience and Attributes / Skills).
Academic qualifications
Diploma in any of the following disciplines: - Front Office Management, Public Relations,
Customer Care Management or its equivalent from a recognized institution
Professional Qualifications / Membership to professional bodies
Supervisory course lasting not less than two (2) weeks from a recognized institution
Previous relevant work experience required.
Served in the grade of Customer Care Assistant I IPOA grade 10 for a minimum period of
three (3) years or six (6) years in a comparable and relevant position in the public or private
sector
Behavioral Competencies/Attributes:
1) Transparency and accountability
2) Ethics and Integrity
3) Team player
4) Creativity and innovation
5) Emotional intelligence
6) Resilience
7) Independence