The Customer Services Officer, ACCA Kenya is responsible for the delivery of effective and quality customer and member services, supporting the Regional Head of Customer Services and Central HQ Customer Service by handling all the residual transactional activities in Kenya national office, Eastern Africa and future offices. He/she is also required to enhance the prospective and current students’ engagement with an aim to improve recruitment, conversion and retention and qualification changes delivery support.
Key Responsibilities:
Handle transactional enquiries received from walk-in customers, via phone, email and via all social media platforms such as Twitter and Facebook
To resolve customer problems / complaints by applying the appropriate customer handling skills on the spot and escalate the case to Regional Head of Customer Services when necessary
To feedback customer comments to the Regional Head of Customer Services for service improvement
Other projects as requested by the Regional Head of Customer Services, such as to promote use of the online IR, new telephony system and email migration. At the same time, to comply with the tracking of all customer service activities.
Forward enquiries on local activities to relevant staff members
To assist the Regional Head of Customer Services in preparing reports
Process paper form documents. This may include Conditional Exemption, further exemption claims, exam entry form, re-registrations, payments including membership fees, PER return, CPD declarations, practising certificates and others concerning exam entries, and ensure timely reporting of statistics to relevant teams and dispatch of documents to Central HQ
Provide assistance to meet local sales target such as new students’ recruitment by planning outbound calls, SMS and email campaigns to clear the pipeline
Create and update all kinds of guideline for potential students, students and members, such as registration guide, payment guide etc.
Plan, coordinate and execute local new member conversion related sessions in order to meet the conversion targets
Provide assistance to parts of events organised for students and members, including on-site support and some logistic work
Provide support to Central HQ on confirming information and translating necessary information for IR applicants
Actively engage in post CSAT survey follow-up related activities to improve net promoter score values across all surveyed customer groups.
Knowledge, Skills and Experience:
Possess at least a diploma and/or university degree in preferably marketing or business with 2-3 years of working experience in customer facing environment
Excellent written and spoken communication skills
Proficient at English speaking, writing, listening and reading
Customer services orientation
Highly ethical, accountable and responsible with the right attitude
Good at PowerPoint, Excel and Word
Demonstrate pro-activeness, problem solving ability
A team player.
