Safaricom Investment Co-operative (S.I.C.) was set up in 2009 under the Co-operatives Act Cap 490 to pursue joint investments for its members and has been in real estate space since its inception.
What You Will Do
- Oversee and address daily customer issues and disputes.
- Adopt and implement a customer relationship system to enhance customer loyalty.
- Assist in coordinating with internal teams to ensure seamless customer service.
- Handle all inbound calls through the customer care line, maintaining a call success rate of over 90%.
- Escalate customer issues to appropriate officers and provide first call resolution.
- Engage in cross-selling products during customer calls.
- Manage the main customer service email address, ensuring responses are prompt, accurate, and within 12 hours.
- Follow up on open email cases to ensure resolution and capture customer feedback for improvement.
- Maintain a tidy front office with necessary informational materials, and support in receiving and distributing documents.
- Provide courteous and professional service at the reception, anticipating and responding to customer needs effectively.
Qualifications
- At least 1 year experience working in a call centre.
- Diploma / certificate in public relations, communications or related field.
- some of the key skills required for this role are great communication skills good analytical skills and organizational skills.
