Reporting to the Business Development and Marketing Manager, the Call Center Officer is responsible for selling Sacco liabilities and assets, recruiting new members, and offering an exceptional customer experience. The role involves managing both inbound and outbound communications to build strong relationships with members and meet qualitative and quantitative targets.
Duties and Responsibilities
Answer incoming calls and respond promptly to customer emails.
Manage and resolve customer complaints effectively.
Provide accurate product and service information to customers.
Research required information using available organizational resources.
Route and document calls to the appropriate resources, departments, or branches.
Document all call information according to standard operating procedures.
Recognize, document, and alert the management team of trends in customer calls.
Follow up on customer calls where necessary to ensure resolution.
Upsell and cross-sell Sacco products and services.
Manage inbound and outbound customer calls in a timely manner.
Identify customers’ needs and wants, providing clarification where necessary.
Keep records of all conversations in the call center database in a comprehensible way.
Build strong, lasting relationships with customers.
Respond to general marketing enquiries.
Market Sacco liabilities (member accounts and savings) and assets (loans and credit products).
Recruit new members and provide general customer service.
Perform any other duties as may be assigned from time to time.
Qualifications and Experience
Degree or KNEC Diploma in Public Relations, Business Management, Marketing, or Cooperative Management.
Professional training in Customer Care.
Minimum of two (2) years’ practical experience in customer care within a financial institution.
Proficiency in relevant computer applications.
Familiarity with CRM technology is an added advantage.
Excellent data entry and typing skills.
Excellent oral and written communication skills.
Required Skills and Competencies
Ability to handle stressful situations appropriately.
Adaptable to different personality types.
Strong multi-tasking abilities.
High attention to detail.
Good interpersonal and problem-solving skills.
Strong commitment and passion for customer service.
Ability to work effectively in a fast-paced environment.
How to Apply
Please send your CV and cover letter detailing your experience and qualifications for the job, addressed to humanresource@k-unity.co.ke.
Note:
Indicate your current and expected remuneration in your application.
All applications should be received on or before Saturday 21st February 2026.
Clearly indicate the position you are applying for in the email subject line.
Only shortlisted applicants will be contacted.
How to Apply
Interested candidates should send their CV and cover letter to humanresource@k-unity.co.ke.
Important instructions:
Address the application to the Human Resource department.
Indicate your current and expected remuneration.
Clearly state the position title in the email subject line.
