Customer Experience Assistant

Minimum Requirements:

• Diploma / Bachelor’s degree in Business Administration, Customer Service, Communication, or related field
  
• At least one (1) year experience in a customer service or front-office role, preferably in a financial institution or cooperative
  
• Proficiency in Microsoft Office and familiarity with member management systems
  
• Excellent verbal and written communication skills
  
• Strong interpersonal and problem-solving skills
  
• High integrity, emotional intelligence, and a member-first attitude
  
• A team player with a strong commitment to organizational goals
  
• Ability to multitask, stay calm under pressure, and handle sensitive member information with confidentiality.
  

• Provide prompt and professional assistance to walk-in members, phone callers, and email inquiries
  
• Guide members through Sacco products, services, and procedures clearly and effectively
  
• Resolve member complaints or escalate complex issues to relevant departments while ensuring timely feedback
  
• Maintain accurate and up-to-date member records in the system
  
• Support the onboarding process of new members by assisting with documentation, account opening, and orientation
  
• Ensure the Sacco front office and service areas reflect high standards of order and professionalism
  
• Educate members on the use of digital platforms and self-service options
  
• Follow up on pending member issues to ensure resolution and member satisfaction
  
• Collect and relay member feedback to the Customer Experience Supervisor to support service improvements
  
• Prepare daily service reports and participate in service audits when required
  
• Collaborate with other departments to ensure a seamless service experience for members
  
• Support the organization during member engagement events, product activations, and feedback forums
  
• Any other duties as may be assigned from time to time in the scope of customer service