Customer Care Assistant at Care Cooperative Savings and Credit Society Ltd

Applications are invited from suitably qualified, experienced, highly motivated and reliable individuals to join our significantly growing team of professionals for the positions of Loan Officer and Customer Care Assistant at Care Cooperative Savings and Credit Society Limited herein referred to as “CareCoop”.

ORGANISATIONAL PROFILE

CareCoop is a member driven Savings and Credit Society Organisation (SACCO) registered under the Ministry of Commerce, Trade and Industry. The company has experienced phenomenal growth in the last few years and now seeks to fill the following position

CUSTOMER CARE ASSISTANT

OVERALL PURPOSE OF THE JOB

To work with the Customer Relations and Marketing Officer, interacting with clients, one-on-one daily, addressing concerns, making sales, and processing of customer requests as well as ensure that customer service is administered in accordance with CareCoop Policies and standards, in a mutually beneficial manner, to ensure lasting goodwill between the CareCoop and all relevant stakeholders.

PRINCIPLE ACCOUNTABILITIES

Main duties include; but are not limited to the following:

a) Handle complaints, provide appropriate solutions and alternatives within the time limits stipulated in the CareCoop Customer Service manual and follow up to ensure solution.

b) Explaining to customers the different types of loans, share offers and savings available and their respective terms and conditions, including eligibility.

c) Receiving all incoming telephone calls in a pleasant and official manner, deal with queries through emails and walk in members and direct them to the correct destination.

d) Preparation of payment vouchers.

e) Creating new members into the system and receiving membership forms once approved and feedback is given to new members.

f) Registration and submission of loan applications and withdrawals, offsets, savings adjustment and share purchasing forms.

CANDIDATE PROFILE

a) Minimum Secondary Education:

i. Grade 12 School Certificate with a minimum of five (5) ‘O’ Levels (Credit or better)

b) Minimum Vocational/Professional Qualifications:

i. Diploma in Marketing, Banking and Finance, Business Administration, Economics or any other relevant Business-Related field

c) Minimum Relevant Pre-Job Experience:

i. At least 1+ years’ experience working in a similar role

ii. A sound knowledge of micro finance, principles, and practices of banking

d) Skills:

i. Exceptional communication skills, both written and verbal

ii. Sales and marketing skills is a plus

iii. Outstanding phone and mail etiquette

iv. Ability to remain calm and professional, even with challenging clients.

v. Ability to learn about our changing product lines and articulate specifications clearly.

vi. Ability to thrive in a fast – paced work environment.

vii. Knowledge of Internet software; Spreadsheet software and Word Processing software.

Reporting lines; Reports directly to the Customer Relations and Marketing Officer

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