Ukristo na Ufanisi Sacco Limited is a Christian financial institution that was founded in the year 2001 and registered on 2 November 2005 under the Co-operative Societies Act of the Laws of Kenya -Number 10541 and is currently licensed by SASRA. The society's core business is to mobilize savings from members from which members can access loans at affordable ...

Ukristo na Ufanisi DT Sacco Ltd, is seeking a customer-focused and articulate Call Centre Agent to join our team. The successful candidate will be responsible for handling member inquiries, resolving complaints, and ensure a positive customer experience at all times.

KEY RESPONSIBILITIES:

• Customer support: Answer and respond to customer inquiries, complaints, and requests via phone, email, or chat.
• Problem-solving: Troubleshoot customer issues and provide logical, lasting solutions.
• Information provision: Provide accurate and detailed information about products, services, and company policies.
• Call management: Manage call volume, handle both inbound and outbound calls, and follow communication procedures.
• Follow-up: Follow up with customers to ensure their issues are resolved and to build customer loyalty.
• Goal achievement: Meet or exceed performance goals and Key Performance Indicators (KPIs).
• Escalation: Escalate priority issues to the appropriate department or supervisor when needed.
• Compliance: Adhere to the company guidelines, security policies and procedures.
• Upselling: Identify opportunities to upsell products or services when appropriate.

REQUIRED SKILLS AND QUALIFICATIONS

• Diploma in Business Administration, Communication, Customer Service, or a related field
• Ability to use computers, navigate various software programs.
• Excellent verbal and written communication skills.
• Active listening skills.
• Strong analytical skills to identify customer problems and find effective solutions.
• Possess the ability to remain calm and empathetic, especially when dealing with frustrated customers.
• The capacity to adjust to different customer personalities and unique situations.
• The ability to manage multiple tasks simultaneously.
• The ability to work effectively as part of a team.
• Previous experience in customer service or call centre is preferred.

• Customer support: Answer and respond to customer inquiries, complaints, and requests via phone, email, or chat.
• Problem-solving: Troubleshoot customer issues and provide logical, lasting solutions.
• Information provision: Provide accurate and detailed information about products, services, and company policies.
• Call management: Manage call volume, handle both inbound and outbound calls, and follow communication procedures.
• Follow-up: Follow up with customers to ensure their issues are resolved and to build customer loyalty.
• Goal achievement: Meet or exceed performance goals and Key Performance Indicators (KPIs).
• Escalation: Escalate priority issues to the appropriate department or supervisor when needed.
• Compliance: Adhere to the company guidelines, security policies and procedures.
• Upselling: Identify opportunities to upsell products or services when appropriate.

• Ability to use computers, navigate various software programs.
• Excellent verbal and written communication skills.
• Active listening skills.
• Strong analytical skills to identify customer problems and find effective solutions.
• Possess the ability to remain calm and empathetic, especially when dealing with frustrated customers.
• The capacity to adjust to different customer personalities and unique situations.
• The ability to manage multiple tasks simultaneously.
• The ability to work effectively as part of a team.

• Diploma in Business Administration, Communication, Customer Service, or a related field
• Previous experience in customer service or call centre is preferred.