Customer Relationship Officer

Role Overview

As a customer service officer for a SACCO, you will support members through phone, email, and social media, helping them understand services, solve problems, and get timely answers to their concerns. You will take responsibility for each enquiry from first contact through follow-up, while working with colleagues to resolve issues and maintain reliable service records.

Key Responsibilities

• Respond to member enquiries and requests across telephone, email, and social media, communicating clearly and courteously.
• Investigate complaints, identify the cause, explain available solutions, and follow up to confirm the matter has been resolved.
• Manage cases through to completion, coordinating with escalation teams or other internal colleagues when needed.
• Assist members with product and service questions, including basic troubleshooting and guidance on navigating the SACCO’s website.
• Handle difficult conversations with patience, helping to calm dissatisfied members and move discussions toward practical outcomes.
• Identify appropriate opportunities to introduce members to other SACCO products and services while keeping their needs central.
• Record interactions, issues, and actions taken in the call-centre database, and keep the complaint register current.
• Organise work by urgency, contribute to service-quality targets, and protect the accuracy and integrity of customer data.

Requirements & Qualifications

• At least a C plain in KCSE, including C plain grades in English and Mathematics.
• A relevant qualification such as CCP II, CPA II, CIFA II, or a diploma in public relations, business management, cooperative management, accountancy, finance, or banking.
• A bachelor’s degree in public relations, finance, accounting, or a related discipline is also relevant.
• Three or more years of customer care or call-centre experience is an advantage.
• Strong spoken and written communication, interpersonal, and organisational skills.
• A member-focused approach, the ability to work well with colleagues, and a high standard of honesty and integrity.