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.
Job 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
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