Mhasibu Sacco Customer Care Officer Jobs in Kenya

Mhasibu Sacco Customer Care Officer Jobs in Kenya


Mhasibu Sacco

Customer Care Officer

We are a leading Sacco with an indisputable record of performance and with a rapidly growing countrywide membership comprising mainly of professionals.

The Sacco is seeking to recruit a suitable self-driven, result oriented and highly qualified individual for the position of Customer Care Officer.

The Customer Care Officer will be reporting to the Head of Marketing.

Duties and responsibilities include;

  • Head of Section – Customer Service Division.
  • To enhance the Sacco Communications.
  • Manage all Mhasibu Sacco’s social media platforms including e-marketing
  • Carrying out Public Relations and customer care services
  • Supervise the front office staff and ensure efficient service delivery.
  • Building and maintaining relationships with clients.
  • Act as a point of contact for complains
    Escalating and resolving areas of concern as raised by clients.
  • Conducting business reviews to ensure clients are satisfied with their products and services.
  • Alerting the sales team of opportunities from issues/suggestions raised by stakeholders.
  • Informing customers about other products the company offers.
  • Establishing profitable relationships with potential and existing clients.
  • Achieving client relationship targets and KPI’s as set by the Management.
  • Carrying out client satisfaction surveys and reviews.
  • Monitoring company performance against service level agreements and flagging potential issues.
  • Updating the CRM system and ensuring Marketers are aware of changes within clients.
  • Passing leads to the Marketing team and following up on progress.
  • Liaising with internal departments to ensure client needs are fulfilled effectively.
  • Create plans to address clients’ business needs.
  • Help sales team up-sell or cross-sell services and products
  • Study competition to find new ways to retain customers
  • Advise the management on matters Customer care and public relations
  • Forecast, manage and review budgets within cost in the section.
  • Implement standards, business policies and procedures related to the various
    functional areas.
  • Formulate/implement/monitor customer care strategy.
  • Ensure delivery of customer promise, engagement and achieve great experience across all journey stages.
  • Prepare Monthly reports for the Customer care section
  • Custodian of the Society’s resources allocated to the section
  • Work with the Marketing Officer on Promotional activities and materials.
  • Ensure receipting is properly carried out.
  • Minimum Academic and professional

    Qualifications Required

  • Appointment to the position will be made from persons who:
  • Holder of a Degree in any Business-related field.
  • Minimum 3 years’ relevant experience.
  • A diploma in Sales and Marketing, Co-operative Management or Mass Communication or
  • Public Relations will be an added advantage
    Compliant with Chapter 6 requirements.

    Attributes/Skills

  • Good knowledge of the market and the Society’s products and services
  • Self-confidence and Motivated
  • Excellent communication skills- strong written & oral skills
  • Negotiation and selling skills
  • Highly developed, demonstrated teamwork skills
  • Good people, interpersonal and networking skills
  • Business driver and Customer driven
  • Understands the demands, needs, satisfaction of customers
  • Brand champion
  • Good time management skills
  • Proficient in Microsoft office suite

    How to Apply

  • All applications together with an application letter, copies of certificates, relevant testimonials, detailed curriculum vitae, current salary and expected salary to be sent to:- cust.hrm@mhasibusacco.com
  • The deadline for submission of all application is on or before 28th September 2018 by 5.00pm.
  • Kindly note that only shortlisted candidates shall be contacted

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