Call Center Officer at K-Unity

Reporting to the Business development and marketing Manager the purpose of the Job is to sell Sacco labilities and assets, recruit new members and offer exceptional customer experience.

Duties and Responsibilities


Answer incoming calls and respond to customer's emails
Manage and resolve customer complaints
Provide product and service information to customers
Research required information using available resources
Route/document calls to appropriate resources/departments/Branch.
Document all call information according to standard operating procedures
Recognize, document, and alert the management team of trends in customer calls.
Follow up customer calls where necessary.
Upsell/Cross Sell products and services.
Manage inbound and outbound customer calls in a timely manner.
Identify customers' needs and wants, give your best to clarify information.
Keep records of all conversations in our call center database in a comprehensible way.
Build strong relationships with customers.
Meet qualitative and quantitative targets.
Respond to general marketing enquiries
Market Sacco liabilities i.e. member accounts and savings.
Market Sacco assets i.e. loans and credit products.
Recruit new members; and general customer service.
Perform any other duties as may be assigned from time to time.


Minimum Qualifications


Degree/KNEC Diploma in Public Relations/Business Management/Marketing/Cooperative Management.
Professional training in customer care.
Proficient in relevant computer applications
Excellent data entry and typing skills
Ability to handle stressful situation appropriately
Adaptable to different personality types
Familiarity with CRM technology is an added advantage.
Ability to multi-task
Attention to detail, good interpersonal & problem-solving skills.
Strong commitment and passion to customer service.
Must be able to work in a fast-paced environment.
Excellent oral and written communication skills.
Have minimum two years' practical experience in customer care in a financial institution.