Channels Experience Officer-Stima Sacco

Reporting to the Channels Experience-Team Leader, the job holder will be based in our 24/7 Contact Centre providing 1^st and 2^nd line support to members resolving their queries, processing transactions as well as cross-selling and upselling through our digital channels.

Key Tasks and Responsibilities

1. Handle customer enquiries and concerns through the various channels available at the Contact Centre  
2. Obtain information necessary to respond appropriately to member requests or route interactions.
3. Identify and escalate/route complex member issues to the appropriate person/department for resolution as per the escalation matrix. 
4. Collaborate with other departments to troubleshoot and resolve customer complaints gathering/ communicating insights to be incorporated in process improvement.
5. Receive and process members financial transactions as per procedure.
6. Update member information and onboard members onto the digital platforms
7. Document all interactions according to the standard operating procedures. 
8. Make outgoing calls to the society’s existing and potential customers and track details of the interaction as prescribed in the campaign. 
9. Build value demand by educating members about available services, products, or benefits to sell, cross sell and upsell.
10. Any other duties as shall be assigned from time to time.

Qualifications

1. Diploma/Degree in Business administration, Education, Public Relations, Communications, or a related field.
2. At least 1-year work experience in a contact center environment, preferably in Financial Services Industry.
3. Excellent command of written and spoken English and Swahili.
4. Experience manning multiple queues.
5. Experiencing using Customer Relationship Management Tools
6. Knowledge of KYC/AML and Data Privacy
7. Knowledge of customer service principles and practices. 
8. Excellent data entry and typing skills.
9. A proven track record in execution of outbound campaigns will be an added advantage.

Key Result Areas

1. Transactional Customer Satisfaction Index.
2. Number of resolved client queries at first contact.
3. Service Quality Assurance Score
4. Adherence to Service Level Agreements
5. Campaign reach rate

Qualified applicants should apply on or before 5pm on Monday, 5th June 2023

APPLY ON THE OFFICIAL WEBSITE USING THE LINK BELOW:

OFFICIAL WEBSITE LINK