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EXTERNAL VACANCY ADVERTISEMENT
CHANNELS EXPERIENCE OFFICER (1-Year Renewable Contract)
Reporting to the Channel Experience-Team Leader, the job holder will provide 1st and 2nd line support to members resolving their queries and concerns through our physical and digital channels.
Key Tasks and Responsibilities
- Handle customer enquiries and concerns through the various channels available at the Contact Centre
- Educate members/ callers about available services, products or benefits.
- Identify and escalate/ route complex member issues to the appropriate person/ department, if necessary, for resolution.
- Identify and escalate priority issues.
- Solicit information necessary to respond appropriately to member requests or route callers.
- Document all call/customer/member information according to the standard operating procedures.
- Make outgoing calls to the society’s existing and potential customers and track details of the interaction.
- Ensure customer satisfaction and retention through cross selling Stima Sacco Products and Services
- Any other duty as will be assigned.
- Degree from recognized university
- Diploma from a recognized Institution of Leaning with qualifying experience.
- 1 – 3 years’ work experience in a customer centric environment.
- Excellent command of written and spoken English and Swahili.
- Knowledge of customer service principles and practices.
- Excellent data entry and typing skills.
Qualified applicants should apply on or before 5:00pm on Monday, 8th August 2022 using the link provided in the Society’s website.
Only Shortlisted Candidates will be contacted.