Customer Relations Officer Job in Kenya

Duties And Responsibilities

  • In charge of customer service to walk in and online customers, communicating courteously with customers by telephone, email, letter and face to face.
  • Ensuring professional, timely, accurate and efficient flow of information to and from members and other stakeholders.
  • Dealing with enquiries from members on their loans and savings accounts.
  • Answering various routine inquiries (both phone and emails) from internal and external stakeholders.
  • Directing queries to relevant officers and ensuring that feedback is promptly given.
  • Ensuring that all bank slips, cheques, and other correspondences received in the office are registered in correspondence logbook and circulated on a daily basis.
  • Follow up on queries directed to relevant officers and ensuring Sacco SLA is adhered to.
  • Give daily reports to the customer care officer on matters not closed and other matters that require attention.
  • Conducting internal customer service training.


  • Degree in Public Relations, Customer Service Management, Co-operative Management, or a Business-related course from a recognized institution.
  • Customer Care training (is an added advantage)


  • Minimum of 3 years working experience in a similar role.

Key Competences:

  • Good analytical skills, good communication and interpersonal skills, must be a team player and able to work under minimum supervision.
  • Strong communication and technical skills
  • Problem-solving and critical thinking skills
  • Able to handle complaints and difficult situations.
  • Have an ordered approach to documentation and procedures.
  • Willingness to learn and be flexible in the working arrangements.
  • Use initiative to plan own work schedule to meet deadlines.

How To Apply

Candidates who meet the minimum requirements to fill in required details via and send their detailed Curriculum Vitae including 3 referees and a cover letter to by 13th March 2024. Due to the numerous numbers of applications received, only shortlisted candidates will be contacted.