Chai SACCO Society Ltd is a leading
deposit taking Savings and Credit Co-operative Society Ltd with nationwide
membership.
We are looking for self-driven and
results-oriented persons to fill the following positions:-
Job Title: Customer Care Executives
Department: Branch Manager
Position reports to: Branch Operations Officer
Department: Branch Manager
Position reports to: Branch Operations Officer
Purpose of the Job: Enhance customer satisfaction through efficient and
effective and quality products and services so as to support attainment of the
Sacco goals and objectives
Main Duties and Responsibilities
The jobholder’s duties and responsibilities are outlined as follows;
Operational Roles and Responsibilities
Main Duties and Responsibilities
The jobholder’s duties and responsibilities are outlined as follows;
Operational Roles and Responsibilities
- Receive and handle telephone enquiries to
ensure members are satisfied on the first call
- Support in the generation of sales leads
through their interaction with members
- Inform members of their account balances an
ensure that members understand their statements well
- Assist members with completing documentation
as may be required
- Keep in touch with all members to monitor
changes, need for new products from the Sacco and client visits.
- Compile feedback/complaints in report form and
share with Branch Manager
- Ensure provision of quality service to
customers
- Participate in implementing customer care
policies and standards
- Participate in developing guidelines and
standards for improving customer handling programs
- Receive customer requests; attend to daily
customer complaints and follows up to ensure feedback is given and action
taken as soon as possible.
- Handle customer complaints using set customer
service policies
- Support in the generation of sales leads
through their interaction with customers
- Consult with customers about their product or
service needs and requirements.
- Inform customers of their account
balances and ensure that members understand their statements
well
- Assist clients with completing documentation
as may be required
- Process the registration of members into
the Sacco following the laid down procedures and forwarding the
filled forms to the Branch Records Officer
- Promote Chai Sacco’s customer service charter
by ensuring that it is strictly adhered to
- Administer Customer Satisfaction surveys under
the guidance of the Branch Manager
- Opening of new junior accounts, and
ensuring that the junior accounts forms are given to FOSA for activation
- Keep in touch with all customers to monitor
changes, need for new products from the Sacco and client visits.
- Compile feedback/complaints in report form and
share with Branch Manager
- Giving advice to the members by educating them
on how they will invest and save wisely.
- Explaining to customers the different types of
loans and credit options that are available
- Providing member’s advisory and education
service as well as training members on loan eligibility requirements,
qualification, use and repayment.
Perform any other duties as may be
assigned from time to time
Key Result Areas:
The jobholder’s accountability areas are as follows
Key Result Areas:
The jobholder’s accountability areas are as follows
- Improved customer satisfaction indices
- Seamless customer service to all customers
- Efficient customer service delivery
- Increased market share
Knowledge and Skills Required:
The jobholder must possess;
The jobholder must possess;
- Diploma in Business Administration, Public
relations or Marketing
- A minimum two years progressive working
experience in customer service, marketing or administrative function in a
related organization
- Proven expertise in report writing,
communication, negotiation, coordinating and planning skills absolutely
required
- Creativity and the ability to innovate
- Strong commitment and passion to customer
service
- Diplomacy, Public Relations and Corporate
Affairs management experience.
- Excellent oral communication skills are
required to speak effectively and with diplomacy to customers
- Excellent customer service skills
- Ability to handle complaints in a polite;
empathetic and professional manner
- Ability to use a positive, constructive, and
solution-focused approach whenever conflict arises
- Dynamic and energized individual.
- Ability to multi task
- Maintains high levels of integrity and
confidentiality of client information.
- Excellent telephone etiquette
- Must be able to work in a fast paced
environment.
- Must have excellent organizational and time
management skills.
How to Apply
Interested candidates who meet the set criteria may submit their applications with a detailed CV, copies of their certificates & national ID, and names and contacts of three referees, expected remuneration and daytime telephone contacts in a cleared marked envelope “APPLICATION FOR ......” to:
The Chief Executive Officer,
Interested candidates who meet the set criteria may submit their applications with a detailed CV, copies of their certificates & national ID, and names and contacts of three referees, expected remuneration and daytime telephone contacts in a cleared marked envelope “APPLICATION FOR ......” to:
The Chief Executive Officer,
Chai SACCO Society Ltd,
KTDA Plaza, 4th Floor,
P.O. Box 278-00200,
Nairobi.
Application deadline: Wednesday, 23rd September 2015.
Only short-listed candidates will be contacted.
Chai Sacco is an equal opportunity employer.
Application deadline: Wednesday, 23rd September 2015.
Only short-listed candidates will be contacted.
Chai Sacco is an equal opportunity employer.
