Job Description
REF. JSS/HR- CALL CENTRE AGENT JS-11/2024
Position: Call Centre Agent
Grade: JS- 11
Required no. 2
Section: Customer relations
Division: Operations
Job Type: Contract – Three (3) Years renewable based on performance
Location: Nairobi
JOB PURPOSE
Reporting to the Principal Officer Customer Relations, the Jobholder is responsible for providing
a first line support to service and resolution to SACCO customer queries through the allocated
support lines on call as well as respond to queries via email, social media while ensuring that all
the processes and procedures are adhered to.
FUNCTIONS / KEY RESULTS EXPECTED
The Jobholder is responsible for:
To receive inbound and outbound calls, respond to inquiries, manage complaints,
troubleshoot significant customer service problems, and provide information as may be
required by members and customers.
Receiving inbound customer calls and handling while observing call quality.
Raising work tickets and escalation to relevant officers and or department for escalations of
issues that require further resolution.
Respond to customer queries received via alternative channels such as emails, Facebook,
Instagram, LinkedIn, whatsup while observing contact quality.
Ensure timely and complete resolution of customer queries.
To promote Sacco’s customer service charter and ensuring that it is strictly adherence to it.
Gathering and reporting customer feedback obtained from the social media pages to
management for further action
To inform customers of the Sacco product terms and features and project a professionalism
image through voice and online and physical interactions.
Keep records of customer calls, comments and complaints and provide suggestions on how to
effectively handle them.
Provide daily, weekly, monthly and any other assigned Reports to support these activities
IMPACT OF RESULTS
Efficient and effective attainment of the Society’s objectives through over sight of design and
execution of functions, strategy and systems in the Society.
QUALIFICATIONS & REQUIREMENTS
Diploma in any business related course/ related field.
Minimum 1 years relevant working experience in customer service, call center or relevant
environment.
KEY SKILLS AND COMPETENCES
Communication skills
Time management and organization skills
Attention to detail
Empathy and patience
Problem solving and creativity