Customer Experience Officer

ABOUT THE COMPANY

The Sacco was started in 1999 and in 2010 it was rebranded to become an out reaching deposit taking institution. Thanks to SASRA who have licensed us to take deposits. What started as an exclusively mothers union(ladies) Sacco with member deposits as low as Ksh 500.00 has grown to an institution with a portfolio of Ksh 3.34 Billion and membership of 39,011. The idea of opening a front office activity outlet opened the floodgates of success which came with their challenges. The Sacco is now a reputable financial institution whose achievement is building strong members’ economy stands conspicuous.

JOB SUMMARY

Ideal Job Holder Specifications:Academic:Degree in business related field or public relations.Professional Certifications an added advantage.Desired Work Experience:At least Two (2) years’ working experience.Attributes:Excellent interpersonal Skills.Excellent Communication Skills.Strong analytical Skills.Good-decision making Skills.Good listener.Method of ApplicationClearly indicate your Current and Expected salary in the cover letter (Mandatory). Also indicate the position applied on the subject line

RESPONSIBILITIES

To take responsibility for being the first point of contact for all callers and visitors in the branch and ensuring that a high quality of service is delivered at all times. Receiving customer’s complaints and ensuring that they are assisted. Answer telephone enquiries from customers, attend to visitors and assist other staff in the organization with their enquiries.To ensure that all calls to the Customer Service desk are dealt with promptly, in line with agreed standards and targets.To take ownership and responsibility for all enquiries presented to the Customer Service desk, identify customer needs, and utilizing appropriate questioning and listening skills to identify and offer appropriate solutions. Registration and account opening for new customers and other alternative business channels such as Mchipuka Customer accounts update.Compliance to AML, KYC prudential guidelines in daily operations.Maintain corporate image of the branch e.g. Banking hall Cleanliness.Assist in Que management for efficient and effective service deliveryCarry out branch trainings on customer service, customer experience and product management.Ensure member retention through calling and activating dormant accounts.Ensure promotional and marketing materials are available in all centers and other strategic place in the banking hall.Management of visitor’s log and register in the branch.Business development- Membership recruitment, deposit mobilizations etc.Any other duty assigned.

REQUIRED SKILLS

Customer support, CRM systems, Customer service, Customer relations, Conflict and complaint resolution

REQUIRED EDUCATION

Bachelor's degree