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.
How To Apply