Call Center Officer

Minimum Qualifications

1. Degree/KNEC Diploma in Public Relations/Business Management/Marketing/Cooperative Management.
   
2. Professional training in customer care.
   
3. Proficient in relevant computer applications
   
4. Excellent data entry and typing skills
   
5. Ability to handle stressful situation appropriately
   
6. Adaptable to different personality types
   
7. Familiarity with CRM technology is an added advantage.
   
8. Ability to multi-task
   
9. Attention to detail, good interpersonal & problem-solving skills.
   
10. Strong commitment and passion to customer service.
    
11. Must be able to work in a fast-paced environment.
    
12. Excellent oral and written communication skills.
    
13. Have minimum two years’ practical experience in customer care in a financial institution.
    

1. Answer incoming calls and respond to customer’s emails
   
2. Manage and resolve customer complaints
   
3. Provide product and service information to customers
   
4. Research required information using available resources
   
5. Route/document calls to appropriate resources/departments/Branch.
   
6. Document all call information according to standard operating procedures
   
7. Recognize, document, and alert the management team of trends in customer calls.
   
8. Follow up customer calls where necessary.
   
9. Upsell/Cross Sell products and services.
   
10. Manage inbound and outbound customer calls in a timely manner.
    
11. Identify customers’ needs and wants, give your best to clarify information.
    
12. Keep records of all conversations in our call center database in a comprehensible way.
    
13. Build strong relationships with customers.
    
14. Meet qualitative and quantitative targets.
    
15. Respond to general marketing enquiries
    
16. Market Sacco liabilities i.e. member accounts and savings.
    
17. Market Sacco assets i.e. loans and credit products.
    
18. Recruit new members; and general customer service.
    
19. Perform any other duties as may be assigned from time to time.