CUSTOMER SERVICE OFFICER

Reporting to: FOSA Manager

Role Statement:

The Lead support desk in handling Sacco Member Complaints, Inquiries and Passing information to members.

KNOWLEDGE, SKILLS & EXPERIENCE

• Bachelor’s degree in Co -operative Management or any business-related degree
• Proven 5-year track record of successful Customer Service Career
• Relevant industry experience and knowledge of the Sacco Sector
• Highly motivated with a drive to succeed and a passion for Sacco Members
• Good business sense
• Initiative and enthusiasm
• Excellent communication and ’people skills’
• Good planning and organizational skills
• The ability to work calmly under pressure
• Good IT, budget and Report writing skills

KEY COMPETENCIES

• Effective Communication- The ability to communicate clearly and persuasively, orally or in writing
• Team orientation
• Quality Focus-Focus on delivering and continuous improvement
• Interpersonal Skills-Ability to create and maintain open constructive relationships with others, respond helpfully to their enquiries and to be sensitive to their situations
• Influence and Persuasion- Ability to convince others to agree on or to take a course of action
• Customer Focus- Looking after the interests of the hotel guests and ensuring that their wants, needs and expectations are met/exceeded.
• Business awareness- Capacity to understand the business core values, vision and mission