Customer Service Officer (REF: CSO/06/24)
The Officer will be responsible for management of
Sacco’s front office, manage walk in clients, and give support to Members and
the office team. The role holder also ensures smooth flow of operations and
excellent working environment. You will provide services to both internal and
customers.
Reporting to: Business Development Manager
Main Duties and Responsibilities
Respond to general member enquiries while identifying
and assessing member needs to achieve member satisfaction.
Attend to all walk-in client queries for resolution.
Manage inbound and outbound calls.
Respond to customer care emails and individual work
emails.
Provide Loan eligibility advise to members.
Register new members and communicate on on-boarding
process.
Follow up and activation of dormant accounts.
Conduct exit interviews for members intending to
withdraw from the Sacco.
Create and register of all new Sacco accounts for
approval by Business Development Manager.
Process all member requests and forward to Business
Development Manager for approval.
Review and act on member change requests for approval
by Business Development Manager.
Resolution of all inquiries raised through the CRM.
Facilitate weekly inter-departmental product and
services training.
Cross sell Sacco products.
Handle and conclusively respond to enquiries on the
Sacco web chat.
Perform any other responsibility as allocated from
time to time.
Knowledge: Qualifications & Experience
Diploma in Public Relations/Business
Management/Marketing/Cooperative Management.
Bachelor’s Degree in Business Management/Marketing or
an equivalent will be added advantage.
Minimum three years relevant work experience.
Experience in using CRM and ERP Software.
Experience in Sacco, bank and microfinance
operations.
Personal Attributes required for this role:
Attention to detail.
Effective Communication and interpersonal skills.
Problem-solving skills.
Commitment and passion to customer service.
Friendly Attitude.
Time Management skills.
How To Apply
Interested and qualified applicants are requested to
click on the link below and fill out the online application form and submit
by 12th June 2024. Any applications received after the closing
date shall not be accepted.
