Purpose of the Role

The Branch Customer Care Agent is responsible for providing high-quality customer support within the branch by addressing client inquiries, resolving issues, and ensuring a positive customer experience. This role requires strong communication skills, attention to detail, and the ability to manage client needs.

Key Tasks

• Support clients visiting the branch by addressing inquiries and complaints in a professional and timely manner, using available tools and systems for resolution.
• Maintain a feedback loop with CX in HQ by sharing recurring issues and customer insights.
• Logging complaints and queries in provided system.
• Support ad hoc tasks, like NPS measurements, customer surveys etc.
• Generating loan statements and providing final balance upon request.
• Process account amendments as required.
• Update client records and information in ERP.
• Assist in the preparation of reports.
• Follow up customer calls where necessary.
• Any other duties assigned

Responsibilities

• Ensure effective organization and execution of assigned tasks.
• Maintain a thorough understanding of the company’s operations and branch structure.
• Comply with all ethical standards, policies, and professional norms.
• Take full responsibility for the accuracy, timeliness, and completeness of all assigned duties.
• Safeguard the confidentiality of company and client information at all times.

Key Qualifications

• Proven background in customer care or client-facing roles.
• Fast and efficient in handling customer needs.
• Proficient computer skills.
• Ability to quickly learn and adapt to changes in processes and systems.
• Strong customer experience and relationship management skills.
• Excellent phone and email etiquette.
• Must be willing to be stationed at either Migori or Bomet.
• Bachelor or Diploma in Business, Marketing, Finance, or a related field.

• Support clients visiting the branch by addressing inquiries and complaints in a professional and timely manner, using available tools and systems for resolution.
• Maintain a feedback loop with CX in HQ by sharing recurring issues and customer insights.
• Logging complaints and queries in provided system.
• Support ad hoc tasks, like NPS measurements, customer surveys etc.
• Generating loan statements and providing final balance upon request.
• Process account amendments as required.
• Update client records and information in ERP.
• Assist in the preparation of reports.
• Follow up customer calls where necessary.
• Any other duties assigned
• Ensure effective organization and execution of assigned tasks.
• Maintain a thorough understanding of the company’s operations and branch structure.
• Comply with all ethical standards, policies, and professional norms.
• Take full responsibility for the accuracy, timeliness, and completeness of all assigned duties.
• Safeguard the confidentiality of company and client information at all times.

• Strong communication skills
• Attention to detail
• Ability to manage client needs
• Fast and efficient in handling customer needs
• Proficient computer skills
• Ability to quickly learn and adapt to changes in processes and systems
• Strong customer experience and relationship management skills
• Excellent phone and email etiquette

• Proven background in customer care or client-facing roles.
• Bachelor or Diploma in Business, Marketing, Finance, or a related field.