Customer Service and Marketing Officer

Job description

The Customer Service/Marketing Officer will be responsible for identifying and responding to the needs and expectations of members and prospective members, ensuring efficient, knowledgeable and consistent service delivery.

The position will also drive SACCO visibility, member engagement and recruitment through effective marketing initiatives aimed at achieving sustained membership growth.

KEY RESPONSIBILITIES

The successful candidate will be responsible for:

• Providing excellent customer service and ensuring prompt resolution of member queries, complaints and service requests;
• Developing and implementing marketing strategies to enhance the visibility of the SACCO and grow membership;
• Driving continuous member recruitment and maintaining an accurate membership database;
• Developing and delivering financial literacy programmes to members;
• Monitoring and evaluating SACCO products and services and recommending appropriate interventions;
• Supporting the implementation and periodic review of credit policies;
• Developing work plans and supporting performance monitoring and evaluation; and
• Effectively managing resources assigned to the function.

QUALIFICATIONS AND EXPERIENCE

Applicants must possess:

• A Full Grade 12/Form 5 Certificate;
• A Degree in Business Administration, Marketing, Customer Service or a related field;
• A Master’s degree in a relevant field will be an added advantage; and
• A minimum of four (4) years relevant work experience.

KEY COMPETENCIES

The ideal candidate should demonstrate:

• Strong customer service and interpersonal skills;
• Excellent written and verbal communication skills;
• Marketing and member recruitment capabilities;
• Strong analytical and report-writing skills;
• Computer literacy;
• Initiative and ability to work with minimum supervision;
• Ability to multitask and work effectively under pressure;
• High levels of integrity and confidentiality; and
• A results-oriented approach to work.

REPORTING

The Customer Service/Marketing Officer will report to the Operations Manager and will supervise the Customer Service Assistant.

HOW TO APPLY

Interested candidates who meet the above requirements should submit an application letter and detailed Curriculum Vitae (CV), together with copies of relevant academic and professional qualifications.

Applications should clearly indicate:

“APPLICATION – CUSTOMER SERVICE/MARKETING OFFICER”