Customer Relations Officer

Duties And Responsibilities

• In charge of customer service to walk in and online customers, communicating courteously with customers by telephone, email, letter and face to face.
• Ensuring professional, timely, accurate and efficient flow of information to and from members and other stakeholders.
• Dealing with enquiries from members on their loans and savings accounts.
• Answering various routine inquiries (both phone and emails) from internal and external stakeholders.
• Directing queries to relevant officers and ensuring that feedback is promptly given.
• Ensuring that all bank slips, cheques, and other correspondences received in the office are registered in correspondence logbook and circulated on a daily basis.
• Follow up on queries directed to relevant officers and ensuring Sacco SLA is adhered to.
• Give daily reports to the customer care officer on matters not closed and other matters that require attention.
• Conducting internal customer service training.

Qualifications:

• Degree in Public Relations, Customer Service Management, Co-operative Management, or a Business-related course from a recognized institution.
• Customer Care training (is an added advantage)

Experience:

• Minimum of 3 years working experience in a similar role.

Key Competences:

• Good analytical skills, good communication and interpersonal skills, must be a team player and able to work under minimum supervision.
• Strong communication and technical skills
• Problem-solving and critical thinking skills
• Able to handle complaints and difficult situations.
• Have an ordered approach to documentation and procedures.
• Willingness to learn and be flexible in the working arrangements.
• Use initiative to plan own work schedule to meet deadlines.