Customer Service Officer at Institute of Certified Public Accountants of Kenya (ICPAK)

Grade 8

Job Ref: ICPAK 009/2018

Job Summary: Offer good customer service to both internal and external customers through performance of front office / customer service activities. The Customer Service Officer shall handle member queries from calls and walk-ins and serve in a one-stop-shop model to address common / recurrent challenges that members face.

Job Profile

The Customer Service Officer shall report to the Marketing and Customer Service Manager and shall be tasked with the following:

• Manning the Reception / Front Office desk
  • Receive incoming calls.
  • Keeping daily logs of visitors to the Institute.
  • Receive guests and guide them to the appropriate office/staff.
  • Receive all letters delivered at the Reception
  • Ensure the Reception area is neat, clean and comfortable for waiting guests.
• Collecting feedback
  • Administer feedback forms to visitors to the Institute
  • Receive and record all queries, complaints and or compliments received through telephone.
  • Where possible, provide solutions. Where not, escalate to the concerned department/staff or to the Customer Service Manager
  • Handle the suggestion box by ensuring it’s emptied on a regular basis and content is recorded and analyzed.
• Supplier Relations
  • Receive and record all invoices to ICPAK
  • Acknowledge receipt to the supplier giving indicative date when payment will be ready, through telephone
  • Forward all received invoices to the Accounts department for payment
  • Contact suppliers to collect their payments once ready.
• Member Relations
  • Contact members whose letters, certificates or any other documents have been left at the reception for collection.
  • Support in the Continous Professional Development (CPD) online update
  • Handle the members walk in CPD related inquiries / matters.
  • Handle Members training and development matters on registration of training, general training inquiries, etc.
  • Receive and record all cheques to the Institute and forward them to Accounts department for receipting.
  • Receive and record all returned invoices, statements or other documents and confirm the correct addresses for update in the database.
•  Perform other related duties as required    
  • Submitting official documents to clients e.g. letters, dispatches to couriers
  • Taking meeting reservations

Person Profile:

Minimum Qualifications and Experience

• Three years of working experience with one (1) year relevant working experience in a large organization
• Academic Qualifications: Relevant Degree
• Professional qualifications: Computer applications
• The incumbent must have proficient knowledge in the following areas: Customer and Personal service, Telecommunications, Clerical procedures, Administration, Public safety and security