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Purpose of the Job
To sell Sacco labilities and assets, recruit new members and offer exceptional customer experience.
Duties and Responsibilities
- Answer incoming calls and respond to customer’s emails
- Manage and resolve customer complaints
- Provide product and service information to customers
- Research required information using available resources
- Route calls to appropriate resources/departments/Branch.
- Document all call information according to standard operating procedures
- Recognize, document, and alert the management team of trends in customer calls.
- Follow up customer calls where necessary.
- Upsell/Cross Sell products and services
- Manage inbound and outbound customer calls in a timely manner
- Identify customers’ needs and wants, give your best to clarify information
- Keep records of all conversations in our call center database in a comprehensible way
- Build strong relationships with customers
- Meet qualitative and quantitative targets
- Respond to general marketing enquiries
- Market Sacco liabilities i.e. member accounts and savings.
- Market Sacco assets i.e. loans and credit products.
- Recruit new members; and general customer service.
- Perform any other duties as may be assigned from time to time.
Minimum Qualifications
- Degree/KNEC Diploma in Public Relations/Business Management/Marketing/Cooperative Management.
- Professional training in customer care.
- Proficient in relevant computer applications
- Excellent data entry and typing skills
- Ability to handle stressful situation appropriately
- Adaptable to different personality types
- Familiarity with CRM technology is an added advantage.
- Ability to multi-task
- Attention to detail, good interpersonal & problem-solving skills.
- Strong commitment and passion to customer service.
- Must be able to work in a fast-paced environment.
- Excellent oral and written communication skills.
- Must have minimum three years’ practical experience in customer care in a financial institution.
Application process
Detailed job descriptions are available on our website; careers/
Please send your CV and cover letter detailing your experience and qualifications for the job and address it to [email protected] indicating your current and expected remuneration.
All applications should be received on or before Wednesday 19th February 2025; clearly indicate in the email subject the position for which you are applying for. Please note that only shortlisted applicants will be contacted.
