The job holder is responsible for execution of call center operations to ensure excellent customer service, effective communication and member engagement.

Key Responsibilities

• Provide personalized and quality service to customers.
• Handle escalated customer issues and complaints effectively and develop and implement strategies to enhance member satisfaction.
• Ensure timely and professional communication to members via phone, email, WhatsApp and social media platforms.
• Generate and analyze call center performance reports, including call volumes, response times and customer satisfaction metrics.
• Develop FAQs and call scripts for the call center team to ensure consistent communication.
• Managing Sacco’s social media platforms, responding to enquiries and comments and engaging with members.
• Plan and execute social media campaigns across all platforms and manage email campaigns.
• Oversee content creation for social media platforms, develop social media posting schedule, campaigns and insights to promote the Sacco’s products and services.
• Manage the Sacco’s website, ensuring content is updated, monitor website analytics and user behavior, optimizing for increased engagement and improved user experience.
• Conduct member satisfaction surveys via calls, emails and social media platforms and analyze results and provide recommendation for improvement.

Qualifications.

• A Bachelor’s Degree in Marketing, Communication and Public Relations from a recognized institution.
• A minimum of two (2) years working experience in a similar role.
• Thorough knowledge of Customer service and public relations principles