Job Title: Customer support officer
EMPLOYER: Kenya Teachers Sacco Association (KETSA)
Department: Operations
Section / Unit: Customer Service
Reports to: Operations Support Officer
COMPANY PROFILE:
KETSA is a registered association under Cap 108 of the laws of Kenya as Kenya Teachers SACCO
Association and brings together all the teacher based Saccos in the country. Its main objective is
advocating for the issues affecting teachers Saccos in their business. The association is expanding and
is seeking to recruit a customer support officer.
JOB PURPOSE
The Job purpose is to ensure that you provide professional, delightful and timely customer service to
both internal and external customers.
The candidate will however serve in any other capacity of a similar status as the employer may require
and will report to the relevant manager for day-to-day operational matters.
ACADEMIC QUALIFICATIONS
1. Must have attained a minimum grade of C and above in the O levels.
2. Must have either a diploma in communication, a diploma in public relations, a secretarial
diploma or a diploma in a business-related discipline from a recognized institution.
3. Minimum of 2 years of experience in customer service roles, preferably in a similar industry.
4. Must be familiar with CRM or ticketing systems and practices
5. Must be of age between 18- 35 years
6. Must be computer literate.
7. Previous Working Experience in a financial services business will be an added advantage
ATTRIBUTES/ SKILLS
1. Ability to multi-task, prioritize and manage time effectively.
2. Ability to handle and pacify difficult customers.
3. Ability to work under minimal supervision
4. Must have excellent communication skills (both verbal and non-verbal) and good interpersonal
relations.
5. A good memory for remembering data and details.
6. Able to put in flexible working hours.
7. Ability to cope in a fast-paced job environment.
8. He/she must be able to critically analyze all situations and solve problems efficiently.
9. Interested in providing Excellent Customer Service and Sales
10. Customer orientation and ability to adapt/respond to different types of characters.
11. Trustworthy and Reliable
KEY DUTIES AND RESPONSIBILITIES
1. Analyze customer’s complaints and recommend solutions.
2. Discuss with customers on telephone and provide information on financial service platform
products and services.
3. Record all conversations with clients with details of inquiries or complaints and action steps
that were taken.
4. Log customer complaints into the ticketing system for action where the officer is unable to
resolve the issue
5. Call up customers who had previously called to complain to know if their challenges have
been resolved and to ensure that they are satisfied.
6. Explain the financial service platform products and services features including prices where
such enquiries are received
7. Send newsletters, mails, and other forms of correspondences to customers.
8. Assist in cross selling of financial service platform products and services especially when
customers call and there are new products.
9. Manage and protect the reputation of the company.
10. Any other duties as may be assigned by the authorities.
HOW TO APPLY
Candidates who meet the minimum requirements are invited to send the following documents to
[email protected].
Use “CUSTOMER SUPPORT OFFICER JOB APPLICATION” as the email subject
1. Detailed CV including 3 referees
2. Cover Letter (Kindly indicate your expected Gross Salary).
3. Certificate of good conduct less than 12 months
4. ID Copy or Passport
5. Copies of academic/professional certificates and other testimonials
Application deadline is 26th August, 2024 at 5.00pm.
Note:
▪ Only shortlisted candidates will be contacted for interviews.
▪ Shortlisted candidates will be required to provide original certificates, testimonials and any
other supportive documents.
▪ Kenya Teachers Sacco Association does not charge any fee at any stage of the recruitment
process.
▪ Canvassing will lead to automatic disqualification of the candidates.
▪ Successful candidate should be ready to report immediately.
