Chai Sacco Customer Care Executives Jobs-September 2015

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Chai SACCO Society Ltd is a leading deposit taking Savings and Credit Co-operative Society Ltd with nationwide membership.

The SACCO has two fully pledged branches in Nairobi and Litein, and a marketing Office in Mombasa.

We are looking for self-driven and results-oriented persons to fill the following positions:-

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Job Title: Customer Care Executives

Department: Branch Manager

Position reports to: Branch Operations Officer
Purpose of the Job: Enhance customer satisfaction through efficient and effective and quality products and services so as to support attainment of the Sacco goals and objectives

Main Duties and Responsibilities

The jobholder’s duties and responsibilities are outlined as follows;

Operational Roles and Responsibilities

  • Receive and handle telephone enquiries to ensure members are satisfied on the first call
  • Support in the generation of sales leads through their interaction with members
  • Inform members of their account balances an ensure that members understand their statements well
  • Assist members with completing documentation as may be required
  • Keep in touch with all members to monitor changes, need for new products from the Sacco and client visits.
  • Compile feedback/complaints in report form and share with Branch Manager
  • Ensure provision of quality service to customers
  • Participate in implementing customer care policies and standards
  • Participate in developing guidelines and standards for improving customer handling programs
  • Receive customer requests; attend to daily customer complaints and follows up to ensure feedback is given and action taken as soon as possible.
  • Handle customer complaints using set customer service policies
  • Support in the generation of sales leads through their interaction with customers
  • Consult with customers about their product or service needs and requirements.
  • Inform customers of their account balances and ensure that members understand their statements well
  • Assist clients with completing documentation as may be required
  • Process the registration of members into the Sacco following the laid down procedures and forwarding the filled forms to the Branch Records Officer
  • Promote Chai Sacco’s customer service charter by ensuring that it is strictly adhered to
  • Administer Customer Satisfaction surveys under the guidance of the Branch Manager
  • Opening of new junior accounts, and ensuring that the junior accounts forms are given to FOSA for activation
  • Keep in touch with all customers to monitor changes, need for new products from the Sacco and client visits.
  • Compile feedback/complaints in report form and share with Branch Manager
  • Giving advice to the members by educating them on how they will invest and save wisely.
  • Explaining to customers the different types of loans and credit options that are available
  • Providing member’s advisory and education service as well as training members on loan eligibility requirements, qualification, use and repayment.
  • Perform any other duties as may be assigned from time to time

Key Result Areas:

The jobholder’s accountability areas are as follows

  • Improved customer satisfaction indices
  • Seamless customer service to all customers
  • Efficient customer service delivery
  • Increased market share

Knowledge and Skills Required:
The jobholder must possess;

  • Diploma in Business Administration, Public relations or Marketing
  • A minimum two years progressive working experience in customer service, marketing or administrative function in a related organization
  • Proven expertise in report writing, communication, negotiation, coordinating and planning skills absolutely required
  • Creativity and the ability to innovate
  • Strong commitment and passion to customer service
  • Diplomacy, Public Relations and Corporate Affairs management experience.
  • Excellent oral communication skills are required to speak effectively and with diplomacy to customers
  • Excellent customer service skills
  • Ability to handle complaints in a polite; empathetic and professional manner
  • Ability to use a positive, constructive, and solution-focused approach whenever conflict arises
  • Dynamic and energized individual.
  • Ability to multi task
  • Maintains high levels of integrity and confidentiality of client information.
  • Excellent telephone etiquette
  • Must be able to work in a fast paced environment.
  • Must have excellent organizational and time management skills.

How to Apply

Interested candidates who meet the set criteria may submit their applications with a detailed CV, copies of their certificates & national ID, and names and contacts of three referees, expected remuneration and daytime telephone contacts in a cleared marked envelope “APPLICATION FOR ……” to: The Chief Executive Officer,
Chai SACCO Society Ltd,
KTDA Plaza, 4th Floor,
P.O. Box 278-00200,
Nairobi. Application deadline: Wednesday, 23rd September 2015. Only short-listed candidates will be contacted. Chai Sacco is an equal opportunity employer.

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