Sacco Customer Care Agent At Co-Operative Bank Of Kenya

CUSTOMER CARE AGENT (REF: CCA/04/24)Job Purpose:The Customer Care Agent will be responsible for providing and promoting a professional, high-quality frontline customer-focused service by efficiently handling in bound & outbound calls, correspondences at the SACCO, resolving customer queries in a timely manner, cross selling the SACCO products all geared towards increasing the SACCO profitability and upholding world-class service.Reporting to the HR and Administration Officer.Job Type: Contract – Two (2) YearsMain Duties and ResponsibilitiesUpdates the Member complaints register daily to reflect the nature of the complaint and resolution provided;Respond to Member queries and complaints, through telephone, email, and WhatsApp;Interacting with the Members to provide them with relevant system-related information to address inquiries regarding and or emanating from system-related products and services;Receiving walk-in clients;Resolving product or service-related problems and handling of Member complaints in accordance with the SACCO's guidelines and policies;Collecting customer information and analyzing customer needs;Doing weekly, monthly, and annual reports to the supervisor regarding customer service;Handling clerical tasks and any other duties that may be assigned from time to time.Qualifications & ExperienceFor appointment to this grade, the employee must have;Degree in Public relations, Communication or Business Management from a recognized university.A diploma in cooperative management is an added advantage.Experience working with an ERP Software.Must be able to work in a fast-paced environment.A minimum of two years of progressive working experience in customer service, marketing or administrative function in a related organization (SACCO).Excellent oral communication skills are required to speak effectively and with diplomacy to Members.