Kimisitu Sacco Ltd Overview
Kimisitu Sacco Ltd ‘the SACCO’ is one of the fastest growing National Tier-1 Deposit Taking SACCOs in the region. The SACCO was registered in 1985 and is regulated by SASRA (SACCO Societies Regulatory Authority of Kenya).
Kimisitu SACCO has an open membership majorly drawn from employees of Non-Governmental Organizations (NGO), Embassies, International Missions, Government Agencies, Corporates, businesses, Chamas, and investment groups in Kenya and Diaspora. Our mission is to empower our members economically by providing quality financial services through prudent mobilization of resources and excellent customer care.
Kimisitu SACCO is seeking to recruit a dynamic, self-driven, and result-oriented individual to join our team in our fast paced, modern work environment, to fill in the position of Contact Centre Officer.
Position Summary
You will be responsible for providing and promoting a professional, high quality frontline customer focused service by efficiently handling in bound & outbound calls at the call center, resolving customer queries in a timely manner, cross selling the SACCO products and Customer Relationship Management (CRM) all geared towards increasing the SACCO profitability and upholding world class service.
Key Responsibilities
• Identify, assess, and address customers’ needs to achieve high levels of customer satisfaction.
• Build sustainable, customer focused relationships and always ensure protection of customer data.
• Provide accurate, valid, and complete information using the right methods and tools.
• Propose and implement streamlining initiatives to improve the operational efficiency of the department.
• Keep track of customer enquiries through Customer Relationship Management System.
• Work to ensure efficient utilization of Kimisitu SACCO social media accounts and timely handling of customer enquiries.
• Provide quality service through skillful customer engagement, effectively handling customer queries and referring as appropriate, to relevant internal resources for resolution.
• Generate sales leads for the SACCO as per assigned SACCO products and service targets.
• Efficiently manage high volumes of inbound calls, emails, and social media inquiries.
• Return all dropped calls within stipulated time frames to ensure customer delight
• Follow up and activate dormant accounts ensuring the targets set are met.
• Ensure customer satisfaction through efficiency in responding to customer queries on all SACCO communication channels in a timely and conclusive manner.
• Provide accurate, relevant, and timely reports while enforcing relevant guidelines, rules, and regulations.
• Perform any other responsibility’ as assigned from time to time.
Knowledge: Qualifications & Experience
• Diploma in Business Studies, Communications, Public Relations or equivalent.
• Degree in Public relations, Communication or Business Management will be an added advantage.
• Minimum 2 years’ working experience.
• Experience working with an ERP Software
• Experience Using Customer Relationship Management (CRM System)
• Must be able to work in a fast-paced environment.
Personal Attributes required for this role:
• Attentive to details
• Good interpersonal communication skills
• Excellent record keeping skills
• Commitment and passionate about customer service
• Organizing and time management skills
• A person of integrity
Key Relationships:
• Members
• All departments
• Partners
• Member Organizations
Direct Reports to this Role:
• None
Internal Contacts:
• All departments
External Contacts:
• Members
• Vendors
How to Apply
Interested candidates meeting the above requirements should apply online by filling in the data form from the link https://forms.office.com/r/Be4XNY3WUR. After filling the data form, proceed and Send an Application Letter with a detailed Curriculum Vitae (CV) to [email protected]
