Call Center Agent

Key Responsibilities

• Answer inbound calls promptly and professionally within established service standards
• Return all missed and abandoned calls within 24 hours
• Provide accurate information on SACCO membership, products, services, and solutions
• Manage and resolve member complaints within defined service standards
• Identify members' needs, provide appropriate solutions, and ensure clear understanding
• Cross-sell and upsell SACCO products and services where appropriate
• Identify, document, and escalate recurring customer issues and service trends to managment
• Conduct follow-up calls where necessary to ensure timely resolution and member satisfaction
• Route calls to the appropriate departments, branches, or personnel as required
• Accurately document call details, actions taken, and resolutions in accordance with standard operating procedures

Education and Experience

• Bachelor's degree in Business Administration, Customer Service, Communication, or a related field
• Minimum of 2 years' experience in a call centre, customer service, or member support role
• Proficiency in Microsoft Office applications and call centre/CRM systems
• Experience in a SACCO, banking, or other financial institution will be an added advantage

Key Competencies

• Excellent verbal communication and active listening skills
• Strong customer service orientation and professional demeanor
• Problem-solving ability with sound judgment
• Excellent interpersonal skills
• Ability to remain calm and composed under pressure
• Strong attention to detail in documentation and reporting
• Effective time management and ability to multitask
• Results-oriented with a high level of accountability
• Integrity and discretion in handling member information.

Application Instructions

Interested candidates should submit their applications to recruitment@maishaborasacco.com by 4th July 2026. Please indicate "Call Center Agent" as the subject of your email.