Call Center Officer Job Opening

Department: Business Development & Marketing department

Reports to: Business development and marketing Manager

Purpose of the Job

To sell Sacco labilities and assets, recruit new members and offer exceptional customer experience.

Key Responsibilities

• Answer incoming calls and respond to customer’s emails
• Manage and resolve customer complaints
• Provide product and service information to customers
• Research required information using available resources
• Route calls to appropriate resources/departments/Branch.
• Document all call information according to standard operating procedures
• Recognize, document, and alert the management team of trends in customer calls.
• Follow up customer calls where necessary.
• Upsell/Cross Sell products and services
• Manage inbound and outbound customer calls in a timely manner
• Identify customers’ needs and wants, give your best to clarify information
• Keep records of all conversations in our call center database in a comprehensible way
• Build strong relationships with customers
• Meet qualitative and quantitative targets
• Respond to general marketing enquiries
• Market Sacco liabilities i.e. member accounts and savings.
• Market Sacco assets i.e. loans and credit products.
• Recruit new members; and
• General customer service.
• Perform any other duties as may be assigned from time to time.

Knowledge, Skills and Experience

• A degree in Public Relations/Business Management/Marketing/Cooperative Management.
• Professional training in customer care is a must.
• Proficient in relevant computer applications
• Excellent data entry and typing skills
• Ability to handle stressful situation appropriately
• Adaptable to different personality types
• Familiarity with CRM technology
• Ability to multi-task
• Attention to detail, good interpersonal & problem-solving skills.
• Strong commitment and passion to customer service.
• Must be able to work in a fast-paced environment.
• Excellent oral and written communication skills.
• Must have minimum two years’ practical experience in customer care in a financial institution.
• Hands on experience in using CRM and ERP Software.