Principal Officer, Customer Relations at Jamii Sacco

JOB PURPOSE

The job holder oversees the Customer Relations department in ensuring delightful customer experience for the Sacco members and stakeholders and management of the call center.

FUNCTIONS / KEY RESULTS EXPECTED

• Provide timely response and management of issues/ queries by customers and escalate as required.
• To implement a customer service policy to meet and exceed customer/member expectations.
• To compile periodic customer relationship management reports for use by the management in decision making.
• Timely response and management of the contact center ensuring excellent customer experience
• Provide excellent customer service to all members including walk-ins
• Support customer service feedback initiatives by informing members about the customer service survey feedback form on the website and compiling the monthly reports
• Timely resolution and escalation of customer/member queries/ issues to relevant departments
• Providing information to members of the Sacco products and services
• Gathering and reporting customer feedback to management for further action
• To participate in developing guidelines and standards for improving customer handling programs.
• To receive customer requests, attend to daily customer complaints and follow up to ensure feedback is given and action taken as soon as possible.
• To handle inbound and outbound calls, respond to inquiries, manage complaints, troubleshoot significant customer service problems, and provide information as may be required by members and customers.
• To support in the generation of sales leads through their interaction with customers.
• To promote Sacco’s customer service charter and ensure that it is strictly adherence to it.
• To administer Customer Satisfaction surveys and provide feedback on efficiency of the customer service processes.
• Identify customers’ needs, clarify information, on customer complaints issues and provide solutions.
• To inform customers of the Sacco product terms and features and project a professionalism image through voice and online and physical interactions.
• Keep records of customer calls, comments and complaints and provide suggestions on how to effectively handle them
• To perform any other duties as may be assigned

IMPACT OF RESULTS

Efficient and effective attainment of the Society’s objectives through oversight of design and execution of functions, strategy and systems in the Society.

QUALIFICATIONS AND REQUIREMENTS

• Bachelor’s degree in any Business related field
• Diploma in Public Relations is an added advantage
• Minimum experience of five years with two at supervisory level

KEY SKILLS AND COMPETENCES

• Excellent written and verbal communication skills
• Customer Service and Public Relations
• Active listening
• Analytics
• Negotiation
• Organization