Customer Support Officer at KENYA Teachers SACCO Association-KETSA

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

• Must have attained a minimum grade of C and above in the O levels.
• 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.
• Minimum of 2 years of experience in customer service roles, preferably in a similar industry.
• Must be familiar with CRM or ticketing systems and practices
• Must be of age between 18- 35 years
• Must be computer literate.
• Previous Working Experience in a financial services business will be an added advantage

ATTRIBUTES/ SKILLS

• Ability to multi-task, prioritize and manage time effectively.
• Ability to handle and pacify difficult customers.
• Ability to work under minimal supervision
• Must have excellent communication skills (both verbal and non-verbal) and good interpersonal relations.
• A good memory for remembering data and details.
• Able to put in flexible working hours.
• Ability to cope in a fast-paced job environment.
• He/she must be able to critically analyze all situations and solve problems efficiently.
• Interested in providing Excellent Customer Service and Sales
• Customer orientation and ability to adapt/respond to different types of characters.
• Trustworthy and Reliable

KEY DUTIES AND RESPONSIBILITIES

• Analyze customer’s complaints and recommend solutions.
• Discuss with customers on telephone and provide information on financial service platform products and services.
• Record all conversations with clients with details of inquiries or complaints and action steps that were taken.
• Log customer complaints into the ticketing system for action where the officer is unable to resolve the issue
• Call up customers who had previously called to complain to know if their challenges have been resolved and to ensure that they are satisfied.
• Explain the financial service platform products and services features including prices where such enquiries are received
• Send newsletters, mails, and other forms of correspondences to customers.
• Assist in cross selling of financial service platform products and services especially when customers call and there are new products.
• Manage and protect the reputation of the company.
• Any other duties as may be assigned by the authorities.