KENYA Teachers SACCO Association-KETSA Hiring Customer Support Officer, and Operations Support Officer

JOB PURPOSE

• The Operation Support role forms part of the Operations Team with clearly cut out technical support functions to both clients and internal needs.
• This role is charged with supporting daily operations and continuous service improvement.
• The Operation Support Officer will be expected to apply professional principles, practices and techniques to ensure all work is conducted in an efficient and effective manner.

ACADEMIC QUALIFICATIONS

• Must have attained a minimum grade of C + in the O levels.
• A bachelor’s degree or Diploma in information technology, Telecommunications, Informatics, Computer Science, or any other related field from a recognized institution
• At least 3 years’ experience in Systems support or Software applications development.
• Good understanding of programming languages such as Java, PHP, Python and Linux operating systems.
• Proficiency in any of the relational database management systems such as PostgreSQL, Oracle, MS SQL Server.

ATTRIBUTES/ SKILLS

• Excellent communication skills & customer engagement skills and ability to prioritize tasks.
• Ability to work under pressure
• Programming skills
• Creativity and innovation and ability to address complex customer needs
• Analytical Skills
• Problem solving skills
• Working knowledge of software development best practices
• Working knowledge of software applications security
• Attention to detail

KEY DUTIES AND RESPONSIBILITIES

• Provide Systems support of the financial service platform
• Manage user accounts and access onto the platform
• Monitor system and service performance against customers’ & Partner SLAs or any other internal uptime requirements
• Create and maintain product catalogs for all financial service products managed on platform
• Establish and operate systems support function to support issues, incidents and other requests for service related to the financial service platform
• Manage an incident log, capture details of bugs / defects and assess impact before forwarding to service provider for resolution
• Create and maintain documentation related to administration and use of the system, including training material
• Acting as systems trainer for new users
• Become the central source of knowledge for how the system functions and best practice
• Support internal/ external stakeholders in requirements gathering and refinement for escalation to the KETSA’s technology arm (service provider)
• Provide reporting to stakeholders based on data managed in the financial service platform with emphasis on graphical presentations and dash boarding.
• Any other duties as may be assigned by the authorities.

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JOB PURPOSE

• The Job purpose is to ensure that you provide professional, delightful and timely customer service to both internal and external customers.
• The candidate will however serve in any other capacity of a similar status as the employer may require and will report to the relevant manager for day-to-day operational matters.

ACADEMIC QUALIFICATIONS

• Must have attained a minimum grade of C and above in the O levels.
• Must have either a diploma in communication, a diploma in public relations, a secretarial diploma or a diploma in a business-related discipline from a recognized institution.
• Minimum of 2 years of experience in customer service roles, preferably in a similar industry.
• Must be familiar with CRM or ticketing systems and practices
• Must be of age between 18- 35 years
• Must be computer literate.
• Previous Working Experience in a financial services business will be an added advantage

ATTRIBUTES/ SKILLS

• Ability to multi-task, prioritize and manage time effectively.
• Ability to handle and pacify difficult customers.
• Ability to work under minimal supervision
• Must have excellent communication skills (both verbal and non-verbal) and good interpersonal relations.
• A good memory for remembering data and details.
• Able to put in flexible working hours.
• Ability to cope in a fast-paced job environment.
• He/she must be able to critically analyze all situations and solve problems efficiently.
• Interested in providing Excellent Customer Service and Sales
• Customer orientation and ability to adapt/respond to different types of characters.
• Trustworthy and Reliable

KEY DUTIES AND RESPONSIBILITIES

• Analyze customer’s complaints and recommend solutions.
• Discuss with customers on telephone and provide information on financial service platform products and services.
• Record all conversations with clients with details of inquiries or complaints and action steps that were taken.
• Log customer complaints into the ticketing system for action where the officer is unable to resolve the issue
• Call up customers who had previously called to complain to know if their challenges have been resolved and to ensure that they are satisfied.
• Explain the financial service platform products and services features including prices where such enquiries are received
• Send newsletters, mails, and other forms of correspondences to customers.
• Assist in cross selling of financial service platform products and services especially when customers call and there are new products.
• Manage and protect the reputation of the company.
• Any other duties as may be assigned by the authorities.