Customer Care Executive
Chai SACCO Society Ltd is a leading
Savings and Credit Co-operative Society Ltd with fully pledged branches in
Nairobi, Litein, Mombasa, Nkubu and Kisii, and marketing offices in Olenguruone
(Nakuru) and Silibwet (Bomet).
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.
Roles
·
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 Operations Officer
·
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 Operations Officer
·
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.
Requirements
·
Diploma in Business Administration 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.
·
Must be able to work in a fast paced
environment.
·
Must have excellent organizational
and time management skills.
·
Excellent oral communication skills
are required to speak effectively and with diplomacy to customers
How to Apply
Interested candidates who meet the set criteria may submit their
application letter together with their detailed CV, copies of academic and
professional certificates, names and contacts of three referees and expected
remuneration in a clearly marked envelope “APPLICATION FOR ………………….” and
dropped in the Tender Box at the 4th Floor Reception, KTDA Plaza, Nairobi
addressed to:
The Human Resource Manager,
Chai SACCO Society Ltd,
KTDA Plaza, 4th Floor,
P.O. Box 278 – 00200, Nairobi.
Application deadline: 2nd August 2017
at 5:00pm. Only short listed candidates will be contacted.
CHAI SACCO IS AN EQUAL OPPORTUNITY
EMPLOYER
