The Co-operative Bank of Kenya Limited is incorporated in Kenya under the Company Act and is also licensed to do the business of banking under the Banking Act. The Bank was initially registered under the Co-operative Societies Act at the point of founding in 1965.
Job Purpose:
The Customer Care Agent will be responsible for providing and promoting a professional, high-quality frontline customer-focused service by efficiently handling in bound & outbound calls, correspondences at the SACCO, resolving customer queries in a timely manner, cross selling the SACCO products all geared towards increasing the SACCO profitability and upholding world-class service.
Reporting to the HR and Administration Officer.
Main Duties and Responsibilities
- Updates the Member complaints register daily to reflect the nature of the complaint and resolution provided;
- Respond to Member queries and complaints, through telephone, email, and WhatsApp;
- Interacting with the Members to provide them with relevant system-related information to address inquiries regarding and or emanating from system-related products and services;
- Receiving walk-in clients;
- Resolving product or service-related problems and handling of Member complaints in accordance with the SACCO’s guidelines and policies;
- Collecting customer information and analyzing customer needs;
- Doing weekly, monthly, and annual reports to the supervisor regarding customer service;
- Handling clerical tasks and any other duties that may be assigned from time to time.
Qualifications & Experience
For appointment to this grade, the employee must have;
- Degree in Public relations, Communication or Business Management from a recognized university.
- A diploma in cooperative management is an added advantage.
- Experience working with an ERP Software.
- Must be able to work in a fast-paced environment.
- A minimum of two years of progressive working experience in customer service, marketing or administrative function in a related organization (SACCO).
- Excellent oral communication skills are required to speak effectively and with diplomacy to Members.
