Customer Care Officer
We are a leading Sacco with an indisputable record of performance and with a rapidly growing countrywide membership comprising mainly of professionals.
Responsibilities
Qualifications
We are a leading Sacco with an indisputable record of performance and with a rapidly growing countrywide membership comprising mainly of professionals.
The Sacco is seeking to recruit a
suitable self-driven, result oriented and highly qualified individual for the
position of Customer Care Officer.
The Customer Care Officer will be
reporting to the Head of Marketing.
Responsibilities
·
Head of Section – Customer Service
Division.
·
To enhance the Sacco Communications.
·
Manage all Mhasibu Sacco’s social
media platforms including e-marketing
·
Carrying out Public Relations and
customer care services
·
Supervise the front office staff and
ensure efficient service delivery.
·
Building and maintaining
relationships with clients.
·
Act as a point of contact for
complains
·
Escalating and resolving areas of
concern as raised by clients.
·
Conducting business reviews to ensure
clients are satisfied with their products and services.
·
Alerting the sales team of
opportunities from issues/suggestions raised by stakeholders.
·
Informing customers about other
products the company offers.
·
Establishing profitable relationships
with potential and existing clients.
·
Achieving client relationship targets
and KPI’s as set by the Management.
·
Carrying out client satisfaction
surveys and reviews.
·
Monitoring company performance
against service level agreements and flagging potential issues.
·
Updating the CRM system and ensuring
Marketers are aware of changes within clients.
·
Passing leads to the Marketing team
and following up on progress.
·
Liaising with internal departments to
ensure client needs are fulfilled effectively.
·
Create plans to address clients’
business needs.
·
Help sales team up-sell or cross-sell
services and products
·
Study competition to find new ways to
retain customers
·
Advise the management on matters
Customer care and public relations
·
Forecast, manage and review budgets
within cost in the section.
·
Implement standards, business
policies and procedures related to the various functional areas.
·
Formulate/implement/monitor customer
care strategy.
·
Ensure delivery of customer promise,
engagement and achieve great experience across all journey stages.
·
Prepare Monthly reports for the
Customer care section
·
Custodian of the Society’s resources
allocated to the section
·
Work with the Marketing Officer on
Promotional activities and materials.
·
Ensure receipting is properly carried
out.
Qualifications
Appointment to the position will be
made from persons who:
·
Holder of a Degree in any
Business-related field.
·
Minimum 3 years’ relevant experience.
·
A diploma in Sales and Marketing,
Co-operative Management or Mass Communication or Public Relations will be an
added advantage
·
Compliant with Chapter 6
requirements.
Attributes/Skills
·
Good knowledge of the market and the
Society’s products and services
·
Self-confidence and Motivated
·
Excellent communication skills-
strong written & oral skills
·
Negotiation and selling skills
·
Highly developed, demonstrated
teamwork skills
·
Good people, interpersonal and
networking skills
·
Business driver and Customer driven
·
Understands the demands, needs,
satisfaction of customers
·
Brand champion
·
Good time management skills
·
Proficient in Microsoft office suite
How to Apply
All applications together with an
application letter, copies of certificates, relevant testimonials, detailed
curriculum vitae, current salary and expected salary to be sent to:- cust.hrm@mhasibusacco.com
The deadline for submission of all
application is on or before 28th September 2018 by 5.00pm.
Kindly note that only shortlisted
candidates shall be contacted.
