Overall Responsibility
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.
Desired Skills and Competencies:
- Outstanding communication and interpersonal
skills.
- Knowledge in digital marketing and CRM tools.
- Ability to manage multiple tasks and calls
efficiently.
- Proven ability to work on own initiative.
- Creative problem solving and analyzing skills.
How to Apply
Interested
applicants who meet the prerequisite requirements should send their application
letters together with an updated CV, Copies of their National ID, certificates
and testimonials to the email or postal address below. Applications to reach us
on or before Friday 5th September, 2025.
THE CHIEF EXECUTIVE OFFICER, INVEST & GROW (IG)
SACCO SOCIETY LTD
IG SACCO PLAZA, KHALISIA
ROAD 3,
P.O. BOX 1150-50100,
KAKAMEGA- KENYA.
or
careers@igsaccoltd.co.ke
ONLY
SHORTLISTED CANDIDATES WILL BE CONTACTED.
NOTE: Invest
& Grow (IG) Sacco Society Limited is an Equal Opportunity Employer.
“Our Investment, Our Growth”
