Customer Care Officer Job in Kenya

Human Resource /Customer Care Officer (REF: HR/C/07/21)

Our client, a leading
urban Sacco based in Nairobi is seeking for qualified, experienced and highly
motivated individuals to fill this position.

Core Responsibilities

• Support
  the development and implementation of HR initiatives and systems


• Provide
  counselling on policies and procedures


• Be
  actively involved in recruitment by preparing job descriptions, posting
  ads and managing the hiring process


• Create
  and implement effective onboarding plans


• Develop
  training and development programs


• Assist
  in performance management processes


• Support
  the management of disciplinary and grievance issues


• Maintain
  employee records (attendance, EEO data etc.) according to policy and legal
  requirements


• Review
  employment and working conditions to ensure legal compliance


• Answering
  employee questions and addressing employee concerns


• Reviewing
  procedures for employee safety, welfare, wellness and health


• Representing
  employer in community and recruiting events


• Overseeing
  social events


• Drawing
  up plans for future personnel hiring procedures and goals


• Updating
  job requirements when needed


• Contacting
  applicants’ references


• Performing
  criminal background checks required by company


• Provide
  splendid customer services to customers in a friendly and courteous manner
  at all times



• Have
  sufficient knowledge about the Society products and services and respond
  to all inquiries accordingly


• Improve
  customers’ SACCO experience by ensuring that the customers are attended to
  promptly and all their challenges are resolved without delay


• Ensure
  that all the SACCO’s policies and procedures, code of conduct and
  regulatory guidelines are strictly complied with in the process of
  discharging duties


• Provide
  information to customers/members on their account status and account
  balances


• Open
  new SACCO accounts according to laid down rules and guidelines


• Provide
  assistance to all other members of staff in other departments of the SACCO
  by liaising with them through healthy interactions


• Ensure
  that customers’ confidential information is properly protected and only
  used for official purposes


• Channel
  complex customer complaints and challenges to the right head of department
  for effective resolution

Skills 

• Outstanding
  organizational and time-management abilities


• Excellent
  communication skills characterized by excellent writing and speaking skills


• Effective
  listening skills demonstrated by the ability to listen to other people
  talk without interruptions, understand them and then propose solutions or
  make contributions based on the points made


• Problem-solving
  and decision-making aptitude


• Strong
  ethics and reliability


• Must
  be patient and willing to help others in solving problems while
  maintaining a positive attitude at all times


• Must
  have a keen eye for detail and follow instructions to the letter.

How to Apply

Interested and qualified
applicants are requested to download and fill out the online application form
below and submit to co-opconsultancy@co-opbank.co.ke
by 21st July 2021. Any applications
received after the closing date shall not be accepted.

Download
Application Form