Customer Relations Officer at Safaricom Sacco Ltd.
4 weeks ago
Safaricom Sacco Ltd was founded in May 2001 to provide members with the opportunity to access credit and savings to develop and improve their economic and social status. The initial membership was 222 members all from the Parent Company - Safaricom Ltd. In 2011, Safaricom Sacco Ltd revised its By-Laws to open the common bond to include Employees from related Technology Companies, Safaricom Partners, other Corporate Institutions as per mandated by the board, Diaspora, Individuals introduced by Sacco Members, Chama’s, Spouses of Members & their Children above 18 Years.
Duties And Responsibilities
In charge of customer service to walk in and online customers, communicating courteously with customers by telephone, email, letter and face to face.
Ensuring professional, timely, accurate and efficient flow of information to and from members and other stakeholders.
Dealing with enquiries from members on their loans and savings accounts.
Answering various routine inquiries (both phone and emails) from internal and external stakeholders.
Directing queries to relevant officers and ensuring that feedback is promptly given.
Ensuring that all bank slips, cheques, and other correspondences received in the office are registered in correspondence logbook and circulated on a daily basis.
Follow up on queries directed to relevant officers and ensuring Sacco SLA is adhered to.
Give daily reports to the customer care officer on matters not closed and other matters that require attention.
Conducting internal customer service training.
Requirements
Qualifications:
Degree in Public Relations, Customer Service Management, Co-operative Management, or a Business-related course from a recognized institution.
Customer Care training (is an added advantage)
Experience:
Minimum of 3 years working experience in a similar role.
Key Competences:
Good analytical skills, good communication and interpersonal skills, must be a team player and able to work under minimum supervision.
Strong communication and technical skills
Problem-solving and critical thinking skills
Able to handle complaints and difficult situations.
Have an ordered approach to documentation and procedures.
Willingness to learn and be flexible in the working arrangements.
Use initiative to plan own work schedule to meet deadlines.
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