ACCA – Customer Service Officer – Kenya

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Job description
ACCA is the Association of Chartered Certified Accountants. We’re the world’s most forward thinking professional accountancy body. Since we were founded in 1904, we have expanded to over 1200 staff in 53 countries, meaning we’re a truly global organisation. Our people enjoy a working environment that is dynamic, human and connected, and have a strong focus on creating value for our students and members.

We’re currently looking for a Customer Services Officer on a 6 month Fixed Term Contract basis. This position sits within the Customer Service team, based in our Nairobi office in Kenya.

The Job

On a day to day basis, you’ll be involved in the following:

Handle enquiries from walk-in customers, via phone, email and via all social media platforms
Resolve customer problems/complaints or escalate when necessary
Support all new applications, renewals and centre reviews to ensure compliance
Feedback customer comments for service improvement
Various projects as requested by the Regional Customer Services Manager
Tracking of all customer service activities
Report preparation
Process paper form documents including exemption claims, exam entry forms, payments, practising certificates etc.
Provide assistance to meet local sales target such as new students’ recruitment by planning outbound call campaigns to clear the pipeline
Create and update all kinds of guideline for potential students, students and members
Plan, coordinate and execute local new member conversion related sessions in order to meet the conversion targets
Provide assistance to parts of events organized for students and members, including on-site support and some logistic work
Provide support to CHQ on confirming information and translating necessary information for IR applicants
Actively engage in post CSAT survey follow-up related activities to improve net promoter score values across all surveyed customer groups
The Person

We’re looking for someone who:

Has a university degree and experience in customer facing environment
Is proficient at English speaking, writing, listening and reading
Has excellent written and spoken communication skills
Is immediately available for work
Is customer service orientated
Is highly ethical, accountable and responsible with the right attitude
Is good at PowerPoint, Excel and Word
Demonstrates pro-activeness and problem solving ability

Apply Here


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