Customer Relationship Officer at Tower Sacco

Responsible for providing the highest customer service by interacting with customers through telephone, emails or social media in order to respond to their inquiries and concerns, process their requests, and resolve their complaints. The officer will be expected to build sustainable relationships of trust through open and interactive communication.

Duties

• Build sustainable relationships of trust through open and interactive communication by going above and beyond with customer service ensuring that all queries/complaints are handled appropriately.
• Handle customer complaints, provide appropriate solutions and alternatives within the set time limits, follow up to ensure resolution.
• Maintain ownership of calls/emails throughout the lifecycle of a caller’s request including follow-ups with escalation team.
• Resolve product or service problems by clarifying the customer’s complaints, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, following up to ensure resolution.
• De-escalate situations involving dissatisfied customers, offering patient assistance and support.
• Use the opportunity to cross-sell all other products and services offered by the SACCO in order to maximize revenues while enhancing customer’s satisfaction levels.
• Guide the customers calling through troubleshooting, navigating the SACCO’s site or using the products and services.
• Manage various channels like social media networks (Facebook, Twitter, Instagram), website content in liaison with the Marketing department and service provider, email marketing in order to deliver a persuasive and cohesive marketing message to the audience.
• Design, build and timely respond to our social media presence.
• Collaborate with internal teams to create landing pages and optimize user experience.
• Keep record of customer interactions by maintaining a daily record of problem and remedial actions taken using the Call-Centre database.
• Meet qualitative targets and achieve all objectives for service delivery.
• Recommend improvements for systems and processes to boost organizational efficiency.
• Maintain an orderly work flow according to priorities.
• Maintain data integrity.
• Any other lawful duty as may be assigned by the Customer Relationship Manager, Head of Operations, or any other person in authority.

Background Requirements

• Exceptional fluency (speaking, reading, writing, understanding) in English and Swahili.
• Ability to multi-task.
• Strong time management and prioritization skills.
• Passionate and problem-solving skills.
• Outstanding work ethics.
• Active listening.
• Organized and cool-tempered professional.
• Flexible.
• Strong customer service skills.

Preferred Qualifications

Formal Qualifications

• K.C.S.E. C (Plain) with C (plain) in English.
• Bachelor’s Degree in Business/related field, Communications, Marketing, Advertising, Public Relations, Media Studies. A Diploma / Higher Diploma on the above areas will also be considered.
• Those proficient in using CRM systems will have an added advantage.
• At least 3 years’ experience working in customer service/call centre environment.