Senior Customer Care Assistant at Universities Fund (UF)

Qualifications, Skills and Experience Required:

Academic Qualifications

• A Higher National Diploma Certificate in a related area;

Professional Qualifications / Membership to professional bodies

1. Certificate in Telephone Operation, Reception and Front Office or its equivalent from a recognized institution;
2. Telephone Occupational Test II from a recognized institution;
3. Certificate in Customer Care from a recognized institution;

Previous relevant work experience required

• At least four (4) years relevant Experience;

Functional Skills:

1. Good communication skills
2. Proficiency in computer applications

Behavioral Competencies/ Attributes:

1. Proactive
2. Transformative
3. Active listening
4. Trustworthiness
5. Emotional Intelligence
6. Interpersonal
7. Meet the requirements of Chapter 6 of the Constitution of Kenya, 2010.

Responsibilities:

The Customer Care Officer is a first point of contact for the Fund customers. The responsibility of Customer Care Officer within the team is to respond to a variety of customer requests and inquiries via the telephone or in person over the counter.

Managerial / Supervisory Responsibilities

• Supervising and guiding junior staff;

Operational Responsibilities / Tasks

1. Operating switch-board;
2. Maintaining calls register;
3. Answering and directing telephone calls;
4. Updating institutional telephone Directory; attending to physically challenged visitors and staff;
5. Verifying telephone bills before payments; reporting promptly any switchboard defects to the supervisor;
6. Directing and guiding visitors; liaising with telephone service providers; providing good customer care service;
7. Collecting customer information, analyzing customer needs and giving recommendations to the management.

Financial Responsibility:

• Handling of office imprest.
• Responsibility for physical assets around the area of work:
• Responsible for physical sectional assets assigned by the institution.
• Problem Solving

The job holder will be required to solve the following problems:

1. Customer complaints;
2. Reception of visitors
3. Flow of official correspondence;

Communication

The job holder will need to understand the following information to discharge his/her mandate Detailed verbal instructions or requests from various departments;

1. Reports and briefs on administrative and operational issues that involve the Universities Fund;
2. Ensuring that the customers and visitors get the right information;

Decision Making/ Job Influence:

• Reception of visitors and hospitality;
• Works within the standard operating procedures
• Working Conditions:
• Works predominantly in the office environment with occasional travels locally.