Position Overview
JOB TITLE: Customer Service Officer (9 Positions)
JOB GRADE: C3
REPORTS TO: Area Manager
DEPARTMENT: Commercial
DUTY STATION: Upcountry Branches
Job Purpose:
Provide customer experience by answering queries and providing support to customers through a variety of means, such as online chats, email, or phone calls and through face-to-face interactions.
Roles and Responsibilities include:
Identify and evaluate customer needs especially those who walk into the center.Record all customer transactions in customer relationship management (CRM) tool.Provide advice to customers on the various benefit types offered, the qualification criteria, among others.Engage and collaborate with different stakeholders in and out of the fund to facilitate the achievement of departmental and organizational objectives.Assess own performance and s...