Customer Relationship Officer
2025-11-04T17:48:52+00:00
Tower Sacco
https://cdn.greatkenyanjobs.com/jsjobsdata/data/employer/comp_7054/logo/Tower%20Sacco.jpg
https://www.towersacco.co.ke/
FULL_TIME
Head Office
Nairobi
00100
Kenya
Financial Services
Customer Service
2025-11-14T17:00:00+00:00
Kenya
8
CUSTOMER RELATIONSHIP OFFICER (1post)
DUTIES 1571)
Build sustainable relationships of trust through open and interactive communication by going above and beyond with customer service ensuring that all queries/complaints are handled appropriately
2) Handle customer complaints, provide appropriate solutions and alternatives within the set time limits, follow up to ensure resolution
3) Maintain ownership of calls/emails throughout the lifecycle of a caller's request including follow-ups with escalation team
4) Resolve product or service problems by clarifying the customer's complaints, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, following up to ensure resolution.
5) De-escalate situations involving dissatisfied customers, offering patient assistance and support
6) Use the opportunity to cross-sell all other products and services offered by the SACCO in order to maximize revenues while enhancing customer's satisfaction levels
7) Guide the customers calling through troubleshooting, navigating the SACCO's site or using the products and services
8) Manage various channels like social media networks- (Facebook, twitter, Instagram), website content in liaison with the Marketing department and service provider, email marketing in order to deliver a persuasive and cohesive marketing message to the audience
9) Design, build and timely respond to our social media presence
10) Collaborate with internal teams to create landing pages and optimize user experience.
11) Keep record of customer interactions by maintaining a daily record of problem and remedial actions taken using the call-Centre database168.
12) Meet qualitative targets and achieve all objectives for service delivery.
13) Recommend improvements for systems and processes to boost organizational efficiency
14) Maintain an orderly work flow according to priorities.
15) Maintain data integrity 17216) Any other lawful duty as may be assigned by the Customer Relationship Manager, Head of operations, or any other person in authority.
BACKGROUND REQUIREMENTS
- Bachelor's Degree in Business/related field, Communications, Marketing, Advertising, Public Relations, Media Studies
- Those proficient in using CRM systems will have an added advantage
PERSON SPECIFICATIONS
DISCLAIMER 194The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification195. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.
Only shortlisted candidates will be contacted and they will be required to provide the following upon being successful197:
1) Clearance certificate from the Ethics & anti-corruption commission (EACC) 1982) Tax compliance certificate from the Kenya Revenue Authority (KRA) 1993) A valid certificate of good conduct 2004) Clearance certificate from the Higher Education Loans board (HELB) 2015) Clearance certificate from the Credit Reference Bureau (CRB)
Build sustainable relationships of trust through open and interactive communication by going above and beyond with customer service ensuring that all queries/complaints are handled appropriately 2) Handle customer complaints, provide appropriate solutions and alternatives within the set time limits, follow up to ensure resolution 3) Maintain ownership of calls/emails throughout the lifecycle of a caller's request including follow-ups with escalation team 4) Resolve product or service problems by clarifying the customer's complaints, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, following up to ensure resolution. 5) De-escalate situations involving dissatisfied customers, offering patient assistance and support 6) Use the opportunity to cross-sell all other products and services offered by the SACCO in order to maximize revenues while enhancing customer's satisfaction levels 7) Guide the customers calling through troubleshooting, navigating the SACCO's site or using the products and services 8) Manage various channels like social media networks- (Facebook, twitter, Instagram), website content in liaison with the Marketing department and service provider, email marketing in order to deliver a persuasive and cohesive marketing message to the audience 9) Design, build and timely respond to our social media presence 10) Collaborate with internal teams to create landing pages and optimize user experience. 11) Keep record of customer interactions by maintaining a daily record of problem and remedial actions taken using the call-Centre database168. 12) Meet qualitative targets and achieve all objectives for service delivery. 13) Recommend improvements for systems and processes to boost organizational efficiency 14) Maintain an orderly work flow according to priorities. 15) Maintain data integrity 17216) Any other lawful duty as may be assigned by the Customer Relationship Manager, Head of operations, or any other person in authority.
Bachelor's Degree in Business/related field, Communications, Marketing, Advertising, Public Relations, Media Studies Those proficient in using CRM systems will have an added advantage
JOB-690a3c84203ec
Vacancy title:
Customer Relationship Officer
[Type: FULL_TIME, Industry: Financial Services, Category: Customer Service]
Jobs at:
Tower Sacco
Deadline of this Job:
Friday, November 14 2025
Duty Station:
Head Office | Nairobi | Kenya
Summary
Date Posted: Tuesday, November 4 2025, Base Salary: Not Disclosed
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JOB DETAILS:
CUSTOMER RELATIONSHIP OFFICER (1post)
DUTIES 1571)
Build sustainable relationships of trust through open and interactive communication by going above and beyond with customer service ensuring that all queries/complaints are handled appropriately
2) Handle customer complaints, provide appropriate solutions and alternatives within the set time limits, follow up to ensure resolution
3) Maintain ownership of calls/emails throughout the lifecycle of a caller's request including follow-ups with escalation team
4) Resolve product or service problems by clarifying the customer's complaints, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, following up to ensure resolution.
5) De-escalate situations involving dissatisfied customers, offering patient assistance and support
6) Use the opportunity to cross-sell all other products and services offered by the SACCO in order to maximize revenues while enhancing customer's satisfaction levels
7) Guide the customers calling through troubleshooting, navigating the SACCO's site or using the products and services
8) Manage various channels like social media networks- (Facebook, twitter, Instagram), website content in liaison with the Marketing department and service provider, email marketing in order to deliver a persuasive and cohesive marketing message to the audience
9) Design, build and timely respond to our social media presence
10) Collaborate with internal teams to create landing pages and optimize user experience.
11) Keep record of customer interactions by maintaining a daily record of problem and remedial actions taken using the call-Centre database168.
12) Meet qualitative targets and achieve all objectives for service delivery.
13) Recommend improvements for systems and processes to boost organizational efficiency
14) Maintain an orderly work flow according to priorities.
15) Maintain data integrity 17216) Any other lawful duty as may be assigned by the Customer Relationship Manager, Head of operations, or any other person in authority.
BACKGROUND REQUIREMENTS
- Bachelor's Degree in Business/related field, Communications, Marketing, Advertising, Public Relations, Media Studies
- Those proficient in using CRM systems will have an added advantage
PERSON SPECIFICATIONS
DISCLAIMER 194The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification195. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.
Only shortlisted candidates will be contacted and they will be required to provide the following upon being successful197:
1) Clearance certificate from the Ethics & anti-corruption commission (EACC) 1982) Tax compliance certificate from the Kenya Revenue Authority (KRA) 1993) A valid certificate of good conduct 2004) Clearance certificate from the Higher Education Loans board (HELB) 2015) Clearance certificate from the Credit Reference Bureau (CRB)
Work Hours: 8
Experience in Months: 36
Level of Education: bachelor degree
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