KPA Pension Scheme Customer Relations Officer Jobs in Mombasa
KPA Pension Scheme Customer Relations Officer Jobs in Mombasa
Our client, the KPA Pension Scheme is undergoing a transformation to streamline its operations in order to realize its envisioned growth and efficiency in service delivery to its members.
In consideration of the intended growth, the Scheme wishes to recruit a qualified individual to take up the following position.
Customer Relations Officer - HR/SA/PKF 05
The right candidate will be responsible for providing and promoting a professional, high quality frontline customer focused service by resolving customers’ queries and member issues raised in KPAPS by managing the customer care desk and efficient management of the partner relations.
Roles and Responsibilities
Implement member relations strategies and policies to enhance customers’ loyalty and best customer practices;
Attend to member complaints, expedite corrections and follow up to ensure resolution;
Promote new products to enhance customer service, collecting member information and analyzing member needs;
Maintain proper partner relations by managing member records and directory of members’ contact details and handle member accounts and provide guidance on enhancing customer relationships;
Formulate programs for retaining customer loyalty by establishing rapport with the customers;
Plan and develop member focused programs to create a stronger service culture;
Ensure that all calls are dealt with promptly in line with agreed standards and targets;
Ensure that members are advised of alternative communication methods including social media and email facilities;
Ensure that customer relations software is used effectively to help process customer enquiries and accurately maintain and retrieve all records in a timely manner;
Supervise the resolution of member concerns and facilitating the delivery services to the customer;
Promote and participate in Corporate Social Responsibility activities;
Undertake member Surveys, follow-ups
customer feedback mechanisms to promote member service and satisfaction; and
Utilize Information Technology to enhance customer satisfaction.
Knowledge and Skills Required
Bachelors ‘degree in Marketing or a Business related field
A minimum of six (6) years’ experience in relationship building with similar or larger than the Scheme’s in scope and magnitude.
Must possess a passion for people and a desire to help people in a professional capacity
Excellent communication and interpersonal skills
Great organizational skills
Must demonstrate high integrity and ethical practice
Must demonstrate ability to work independently with minimum supervision.
Must be a team player who is able to work cordially in teams
Must demonstrate ability to multitask
Must demonstrate commitment to operational effectiveness
Should have ability to solve problems by applying relevant business knowledge
Should demonstrate professional expertise in the relevant work area
Must have the ability to communicate for both written and oral communication
Must be able to work under pressure
Must be a flexible person, who is willing to learn and able to work flexible hours to achieve goals
Must have knowledge in the use of MS office packages
How to Apply
For more information and job application details, see; KPA Pension Scheme Customer Relations Officer Jobs in Mombasa
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