Vacancy title:
Call Centre Agent

[Type: FULL_TIME, Industry: Finance, Category: Customer Service]

Jobs at:
IG Sacco

Deadline of this Job:
Friday, September 5 2025

Duty Station:
Kenya | Kakamega | Kenya

Summary
Date Posted: Monday, September 1 2025, Base Salary: Not Disclosed

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JOB DETAILS:

The job holder is responsible for execution of call center operations to ensure excellent customer service, effective communication and member engagement.

Key Responsibilities

• Provide personalized and quality service to customers.
• Handle escalated customer issues and complaints effectively and develop and implement strategies to enhance member satisfaction.
• Ensure timely and professional communication to members via phone, email, WhatsApp and social media platforms.
• Generate and analyze call center performance reports, including call volumes, response times and customer satisfaction metrics.
• Develop FAQs and call scripts for the call center team to ensure consistent communication.
• Managing Sacco’s social media platforms, responding to enquiries and comments and engaging with members.
• Plan and execute social media campaigns across all platforms and manage email campaigns.
• Oversee content creation for social media platforms, develop social media posting schedule, campaigns and insights to promote the Sacco’s products and services.
• Manage the Sacco’s website, ensuring content is updated, monitor website analytics and user behavior, optimizing for increased engagement and improved user experience.
• Conduct member satisfaction surveys via calls, emails and social media platforms and analyze results and provide recommendation for improvement.

Qualifications.

• A Bachelor’s Degree in Marketing, Communication and Public Relations from a recognized institution.
• A minimum of two (2) years working experience in a similar role.
• Thorough knowledge of Customer service and public relations principles

Work Hours: 8

Experience in Months: 24

Level of Education: bachelor degree

Job application procedure
Interested in applying for this job? Click here to submit your application now.

Interested applicants who meet the prerequisite requirements should send their application letters together with an updated CV, Copies of their National ID, certificates and testimonials to the email or postal address below.

• Applications to reach us on or before Friday 5th September, 2025.
• The Chief Executive Officer,
  Invest & Grow (Ig) Sacco Society Ltd Ig Sacco Plaza,
  Khalisia Road 3,
  P.o. Box 1150-50100,
  Kakamega- Kenya. ONLY SHORTLISTED CANDIDATES WILL BE CONTACTED.

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