Records Management & Customer Care Officer
2025-06-17T19:14:13+00:00
CDL Human Resource
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https://cdl.africa/
FULL_TIME
Nairobi
Nairobi
00100
Kenya
Human Services
Management
2025-07-01T17:00:00+00:00
Kenya
8
Records Management & Customer Care Officer at CDL Human Resource
Job Purpose
To ensure efficient management of SACCO records and provide excellent customer service to members by handling inquiries, resolving issues, and maintaining accurate and secure records in compliance with organizational policies and regulatory standards.
Key Responsibilities
Records Management
- Develop and implement an effective filing and archiving system.
- Monitor and control access to records to ensure confidentiality and data protection.
- Facilitate retrieval of information and documents for internal use and audits.
- Regularly update member files and ensure all records are complete and up-to-date.
- Handle member withdrawals and execute guarantor substitution process.
- Assist in digitizing historical records and maintaining electronic document databases.
- Ensure compliance with the Data Protection Act, 2019 and any SACCO-specific policies on information handling.
- Maintain both electronic and physical records for the SACCO in an organized and secure manner.
Customer Care
- Handle member inquiries, requests, and complaints professionally and in a timely manner.
- Guide members on SACCO products, services, and procedures.
- Liaise with relevant departments to resolve member issues and follow up to ensure satisfaction.
- Maintain a customer feedback system and compile reports on member satisfaction levels.
Requirements
Qualifications and Experience
- Diploma in Records Management, Business Administration or related field.
- At least 2 years of experience in records management and/or customer care, preferably in a SACCO.
- Proficiency in MS Office and experience with document management systems or core SACCO systems.
Records Management Develop and implement an effective filing and archiving system. Monitor and control access to records to ensure confidentiality and data protection. Facilitate retrieval of information and documents for internal use and audits. Regularly update member files and ensure all records are complete and up-to-date. Handle member withdrawals and execute guarantor substitution process. Assist in digitizing historical records and maintaining electronic document databases. Ensure compliance with the Data Protection Act, 2019 and any SACCO-specific policies on information handling. Maintain both electronic and physical records for the SACCO in an organized and secure manner. Customer Care Handle member inquiries, requests, and complaints professionally and in a timely manner. Guide members on SACCO products, services, and procedures. Liaise with relevant departments to resolve member issues and follow up to ensure satisfaction. Maintain a customer feedback system and compile reports on member satisfaction levels
Diploma in Records Management, Business Administration or related field. At least 2 years of experience in records management and/or customer care, preferably in a SACCO. Proficiency in MS Office and experience with document management systems or core SACCO systems.
JOB-6851be8554193
Vacancy title:
Records Management & Customer Care Officer
[Type: FULL_TIME, Industry: Human Services, Category: Management]
Jobs at:
CDL Human Resource
Deadline of this Job:
Tuesday, July 1 2025
Duty Station:
Nairobi | Nairobi | Kenya
Summary
Date Posted: Tuesday, June 17 2025, Base Salary: Not Disclosed
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JOB DETAILS:
Records Management & Customer Care Officer at CDL Human Resource
Job Purpose
To ensure efficient management of SACCO records and provide excellent customer service to members by handling inquiries, resolving issues, and maintaining accurate and secure records in compliance with organizational policies and regulatory standards.
Key Responsibilities
Records Management
- Develop and implement an effective filing and archiving system.
- Monitor and control access to records to ensure confidentiality and data protection.
- Facilitate retrieval of information and documents for internal use and audits.
- Regularly update member files and ensure all records are complete and up-to-date.
- Handle member withdrawals and execute guarantor substitution process.
- Assist in digitizing historical records and maintaining electronic document databases.
- Ensure compliance with the Data Protection Act, 2019 and any SACCO-specific policies on information handling.
- Maintain both electronic and physical records for the SACCO in an organized and secure manner.
Customer Care
- Handle member inquiries, requests, and complaints professionally and in a timely manner.
- Guide members on SACCO products, services, and procedures.
- Liaise with relevant departments to resolve member issues and follow up to ensure satisfaction.
- Maintain a customer feedback system and compile reports on member satisfaction levels.
Requirements
Qualifications and Experience
- Diploma in Records Management, Business Administration or related field.
- At least 2 years of experience in records management and/or customer care, preferably in a SACCO.
- Proficiency in MS Office and experience with document management systems or core SACCO systems.
Work Hours: 8
Experience in Months: 24
Level of Education: bachelor degree
Job application procedure
Interested and qualified? Click Here to Apply
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