Customer Care Assistant at Nyati Savings and Credit Co-operative Society Limited

Ownership of customer inquiries and complaints up and up to successful resolution Qualification Level:

Qualifications

• Diploma or Degree in Public Relations or related field
• Minimum two years’ work experience in Customer Service
• Experience in the Sacco industry is an added advantage
• Strong computer skills especially MS Office
• Excellent communication skills written and oral both in English and Swahili.

Job Responsibilities

• Ownership of customer inquiries and complaints up and up to successful resolution
• Ensuring all relevant communications, records and data are updated and properly stored.
• Handling escalations and difficult calls where more expertise is required.
• Preparing customer service performance reports by collecting, analysing, and summarizing data and trends
• Maintaining professional and technical knowledge by tracking emerging trends in the Sacco industry and customer service to continue to offer first time value to customers
• Regular customer service process review to ensure gaps and risks are managed and procedures followed, and improvements are effected.
• Identifying customer touch points and developing and implementing innovative and scalable means to serve customers throughout the customer lifecycle in conjunction with sales and marketing team
• Developing and implementing customer retention plan in conjunction with the sales and marketing teams
• Developing and implementing a customer referral and cross selling plan in conjunction with the sales and marketing teams
• Facilitates cross-functional working to provide effective solutions to customer. Supports the Sacco in being focused on the customer journey and not internal functions leading to faster resolution
• Collect and collate customer feedback and developing actionable changes/improvements to senior management