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.
Customer Care Officer Job Responsibilities
- 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.
Qualifications for the Customer Care Officer Job
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
The post Mhasibu Sacco Job Vacancy : Customer Care Officer appeared first on Jobs in Kenya - http://jobwebkenya.com/.
The post Mhasibu Sacco Job Vacancy : Customer Care Officer is republished from Jobs – Jobs in Kenya – http://jobwebkenya.com/
