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.
