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Customer Care Assistant Jobs in Kenya

Customer Care Assistant
Job Summary
Ownership of customer inquiries and complaints up and up to successful resolution Qualification Level:

Qualifications

·         Diploma or Degree in Public Relations or related field
·         Minimum two years’ work experience in Customer Service
·         Experience in the Sacco industry is an added advantage
·         Strong computer skills especially MS Office
·         Excellent communication skills written and oral both in English and Swahili.

Responsibilities

·         Ownership of customer inquiries and complaints up and up to successful resolution
·         Ensuring all relevant communications, records and data are updated and properly stored.
·         Handling escalations and difficult calls where more expertise is required.
·         Preparing customer service performance reports by collecting, analysing, and summarizing data and trends

·         Maintaining professional and technical knowledge by tracking emerging trends in the Sacco industry and customer service to continue to offer first time value to customers
·         Regular customer service process review to ensure gaps and risks are managed and procedures followed, and improvements are effected.
·         Identifying customer touch points and developing and implementing innovative and scalable means to serve customers throughout the customer lifecycle in conjunction with sales and marketing team
·         Developing and implementing customer retention plan in conjunction with the sales and marketing teams
·         Developing and implementing a customer referral and cross selling plan in conjunction with the sales and marketing teams
·         Facilitates cross-functional working to provide effective solutions to customer. Supports the Sacco in being focused on the customer journey and not internal functions leading to faster resolution
·         Collect and collate customer feedback and developing actionable changes/improvements to senior management
How to Apply
All interested candidates are requested to read the attached job description and send their application to jobs@nyatisacco.com by Thursday 25th January 2018.
Please mark the job title as your subject on the application letter and attach testimonials and a detailed CV indicating your current and expected pay. Male candidates are highly encouraged to apply.

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