Customer Experience Assistant at Maisha Bora Sacco Ltd

Maisha Bora SACCO Society Limited is looking for a self-driven and results-oriented person to fill the position of Customer Experience Assistant reporting directly to the Customer Experience Supervisor

Job Purpose: Reporting to the Customer Experience Supervisor, the Customer Experience Assistant will be responsible for ensuring excellent service delivery, handling member inquiries and concerns, and enhancing overall customer satisfaction. The role requires strong communication skills, attention to detail, and a passion for delivering exceptional member experiences in line with the Sacco’s service standards.

Job Description: 

• Provide prompt and professional assistance to walk-in members, phone callers, and email inquiries
• Guide members through Sacco products, services, and procedures clearly and effectively
• Resolve member complaints or escalate complex issues to relevant departments while ensuring timely feedback
• Maintain accurate and up-to-date member records in the system
• Support the onboarding process of new members by assisting with documentation, account opening, and orientation
• Ensure the Sacco front office and service areas reflect high standards of order and professionalism
• Educate members on the use of digital platforms and self-service options
• Follow up on pending member issues to ensure resolution and member satisfaction
• Collect and relay member feedback to the Customer Experience Supervisor to support service improvements
• Prepare daily service reports and participate in service audits when required
• Collaborate with other departments to ensure a seamless service experience for members
• Support the organization during member engagement events, product activations, and feedback forums
• Any other duties as may be assigned from time to time in the scope of customer service

Minimum Requirements:

• Diploma / Bachelor’s degree in Business Administration, Customer Service, Communication, or related field
• At least one (1) year experience in a customer service or front-office role, preferably in a financial institution or cooperative
• Proficiency in Microsoft Office and familiarity with member management systems
• Excellent verbal and written communication skills
• Strong interpersonal and problem-solving skills
• High integrity, emotional intelligence, and a member-first attitude
• A team player with a strong commitment to organizational goals
• Ability to multitask, stay calm under pressure, and handle sensitive member information with confidentiality.