Customer Relations Assistant at Stima Sacco

Job Summary


The job holder will be responsible for handling face to face interactions and calls from existing and potential Members. using knowledge of the Society's services/products as well as great customer service skills, to address issues, provide support and offer information needed to keep Members satisfied.


Key Tasks and Responsibilities


Responding to Member queries and complaints, through telephone, email.
Updating the Member complaints register daily to reflect nature of complaint and resolution provided.
Supporting the implementation of new product launches.
Ensuring up to date member information as per the policies.
Informing Members by explaining procedures, answering questions, and providing information.
Maintaining communication equipment by reporting problems to Branch operations.
Maintaining and improving quality results by adhering to standards and guidelines while recommending improved procedures.
Performing teller duties as appropriate.
Updating job knowledge by studying new Society product descriptions and participating in Member educational opportunities.
Entering new Member information into the system and updates existing Member information.
Identifying and escalating priority issues to the Branch Operations Officer and Branch Manager.
Routing calls to appropriate officers.
Processing Member Automated Teller Management Cards.
Capturing and initiating member data on standing orders, funds transfers, member changes.


PERSON SPECIFICATIONS

Academic Qualifications


Diploma / Higher Diploma in Business administration, Public Relationship/Sales, Marketing or a related field.


Experience


Three (3) years' experience.


Knowledge, skills and attributes


Must have knowledge in use of MS office packages.
Ability to communicate.
Report writing skills.
Ability to read, write and perform simple arithmetic calculations.
Adequate verbal skills at a non-technical level.
Familiarity with uninvolved, standardized work procedure.