Call Center / Customer Service Officer
Employment Type: Full-time
Overall Responsibility
The job holder is responsible for execution of call centre operations to ensure excellent customer service, effective communication and member engagement.
Key Responsibilities
Member Service & Communication
- Provide personalized, quality service to members via phone, email, WhatsApp and social media.
- Handle escalated issues and complaints; develop and implement strategies to enhance member satisfaction.
- Ensure timely and professional communication to members across all channels.
Reporting & Quality
- Generate and analyze call centre performance reports (call volumes, response times, CSAT metrics).
- Develop FAQs and call scripts to ensure consistent and accurate responses.
- Conduct member satisfaction surveys and provide actionable recommendations.
Digital & Content Management
- Manage Sacco’s social media platforms: respond to enquiries, engage members, and execute social campaigns.
- Oversee website content updates, monitor analytics and optimize user experience.
- Plan and manage email campaigns and social posting schedules; oversee content creation and campaign insights.
Qualifications
- Bachelor’s Degree in Marketing, Communication, Public Relations, or related field from a recognized institution.
- Minimum 2 years working experience in a similar role.
- Thorough knowledge of customer service and public relations principles.
Desired Skills & Competencies
- Outstanding communication and interpersonal skills.
- Knowledge of digital marketing, CRM tools and social media management.
- Ability to manage multiple tasks and high call volumes efficiently.
- Proven ability to work on own initiative and creative problem solving.
How to Apply
Tags:
jobs