Grade: Officer
Department: Business Development & Marketing department
Reports to: Business development and marketing Manager
Purpose of the Job
To sell Sacco liabilities and assets, recruit new members and offer exceptional customer experience.
KEY RESPONSIBILITIES
- Answer incoming calls and respond to customer’s emails
- Manage and resolve customer complaints
- Provide product and service information to customers
- Research required information using available resources
- Route calls to appropriate resources/departments/Branch.
- Document all call information according to standard operating procedures
- Recognize, document, and alert the management team of trends in customer calls.
- Follow up customer calls where necessary.
- Upsell/Cross Sell products and services
- Manage inbound and outbound customer calls in a timely manner
- Identify customers’ needs and wants, give your best to clarify information
- Keep records of all conversations in our call center database in a comprehensible way
- Build strong relationships with customers
- Meet qualitative and quantitative targets
- Respond to general marketing enquiries
- Market Sacco liabilities i.e. member accounts and savings.
- Market Sacco assets i.e. loans and credit products.
- Recruit new members; and
- General customer service.
- Perform any other duties as may be assigned from time to time.
KNOWLEDGE, SKILLS AND EXPERIENCE
- A degree in Public Relations Business Management/Marketing/Cooperative Management.
- Professional training in customer care is a must.
- Proficient in relevant computer applications
- Excellent data entry and typing skills
- Ability to handle stressful situation appropriately
- Adaptable to different personality types
- Familiarity with CRM technology
- Ability to multi-task
- Attention to detail, good interpersonal & problem-solving skills.
- Strong commitment and passion to customer service.
- Must be able to work in a fast-paced environment.
- Excellent oral and written communication skills.
- Must have minimum two years’ practical experience in customer care in a financial institution.
- Hands on experience in using CRM and ERP Software.
Are You Interested?
Please send your CV and cover letter detailing your experience and
qualifications for the job and address it to [email protected]
indicating your current and expected remuneration.
All applications should be received on or before Saturday 24th August 2024; clearly indicate in the email subject the position for which you are applying for.
Please note that only shortlisted applicants will be contacted.
Please note that K-Unity Sacco does not ask for payment during any stage of the recruitment process, only the official K-Unity number 020-2047678/066-2022201/ 0707424774 or the email above will be used to communicate.
