Call Center Assistant at Winas Saving And Credit Co-operative Society Limited

We are looking for a dedicated and customer-focused Call Center Assistant / Clerk to handle incoming and outgoing calls, provide information, resolve inquiries, and support administrative functions within the call center. The ideal candidate will have strong communication skills, a professional demeanor, and the ability to manage high call volumes efficiently.

Duties and Responsibilities:

• Answer incoming calls and respond to customer inquiries
• Make outbound calls as needed for follow-ups, reminders, or surveys
• Provide accurate information about products, services, or policies
• Log customer interactions and maintain up-to-date records in the system
• Escalate complex issues to the appropriate department or supervisor
• Assist in data entry, report preparation, and other clerical tasks
• Maintain a polite, helpful, and professional tone at all times
• Follow call scripts and adhere to call center policies and procedures
• Support team performance targets and contribute to customer satisfaction goals
• Perform other administrative duties as assigned by the supervisor

KEY QUALIFICATIONS AND COMPETENCIES

Academic Qualifications

• Minimum Kenya Certificate of Secondary Education (C) Plain
• Diploma or Bachelor’s Degree in Customer Service, mass communication ,public relations , journalism .
• Training in Call Centre Operations or CRM software is an added advantage.
• Age 28 – 35 years

Experience

• At least 2-3 years of experience in a customer service or call centre role, preferably in a SACCO, microfinance, or banking environment.
• Familiarity with call centre technologies and CRM tools.