Customer Experience Assistant
2025-06-17T11:34:33+00:00
Maisha Bora Sacco Ltd
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https://maishaborasacco.com/
FULL_TIME
Kenya
Nairobi
00100
Kenya
Financial Services
Customer Service
2025-07-01T17:00:00+00:00
Kenya
8
Reporting to the Customer Experience Supervisor, the Customer Experience Assistant will be responsible for ensuring excellent service delivery, handling member inquiries and concerns, and enhancing overall customer satisfaction. The role requires strong communication skills, attention to detail, and a passion for delivering exceptional member experiences in line with the Sacco’s service standards.
Job Description:
- Provide prompt and professional assistance to walk-in members, phone callers, and email inquiries
- Guide members through Sacco products, services, and procedures clearly and effectively
- Resolve member complaints or escalate complex issues to relevant departments while ensuring timely feedback
- Maintain accurate and up-to-date member records in the system
- Support the onboarding process of new members by assisting with documentation, account opening, and orientation
- Ensure the Sacco front office and service areas reflect high standards of order and professionalism
- Educate members on the use of digital platforms and self-service options
- Follow up on pending member issues to ensure resolution and member satisfaction
- Collect and relay member feedback to the Customer Experience Supervisor to support service improvements
- Prepare daily service reports and participate in service audits when required
- Collaborate with other departments to ensure a seamless service experience for members
- Support the organization during member engagement events, product activations, and feedback forums
- Any other duties as may be assigned from time to time in the scope of customer service
Minimum Requirements:
- Diploma / Bachelor’s degree in Business Administration, Customer Service, Communication, or related field
- At least one (1) year experience in a customer service or front-office role, preferably in a financial institution or cooperative
- Proficiency in Microsoft Office and familiarity with member management systems
- Excellent verbal and written communication skills
- Strong interpersonal and problem-solving skills
- High integrity, emotional intelligence, and a member-first attitude
- A team player with a strong commitment to organizational goals
- Ability to multitask, stay calm under pressure, and handle sensitive member information with confidentiality.
Provide prompt and professional assistance to walk-in members, phone callers, and email inquiries Guide members through Sacco products, services, and procedures clearly and effectively Resolve member complaints or escalate complex issues to relevant departments while ensuring timely feedback Maintain accurate and up-to-date member records in the system Support the onboarding process of new members by assisting with documentation, account opening, and orientation Ensure the Sacco front office and service areas reflect high standards of order and professionalism Educate members on the use of digital platforms and self-service options Follow up on pending member issues to ensure resolution and member satisfaction Collect and relay member feedback to the Customer Experience Supervisor to support service improvements Prepare daily service reports and participate in service audits when required Collaborate with other departments to ensure a seamless service experience for members Support the organization during member engagement events, product activations, and feedback forums Any other duties as may be assigned from time to time in the scope of customer service
Diploma / Bachelor’s degree in Business Administration, Customer Service, Communication, or related field At least one (1) year experience in a customer service or front-office role, preferably in a financial institution or cooperative Proficiency in Microsoft Office and familiarity with member management systems Excellent verbal and written communication skills Strong interpersonal and problem-solving skills High integrity, emotional intelligence, and a member-first attitude A team player with a strong commitment to organizational goals Ability to multitask, stay calm under pressure, and handle sensitive member information with confidentiality.
JOB-685152c97ebfb
Vacancy title:
Customer Experience Assistant
[Type: FULL_TIME, Industry: Financial Services, Category: Customer Service]
Jobs at:
Maisha Bora Sacco Ltd
Deadline of this Job:
Tuesday, July 1 2025
Duty Station:
Kenya | Nairobi | Kenya
Summary
Date Posted: Tuesday, June 17 2025, Base Salary: Not Disclosed
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JOB DETAILS:
Reporting to the Customer Experience Supervisor, the Customer Experience Assistant will be responsible for ensuring excellent service delivery, handling member inquiries and concerns, and enhancing overall customer satisfaction. The role requires strong communication skills, attention to detail, and a passion for delivering exceptional member experiences in line with the Sacco’s service standards.
Job Description:
- Provide prompt and professional assistance to walk-in members, phone callers, and email inquiries
- Guide members through Sacco products, services, and procedures clearly and effectively
- Resolve member complaints or escalate complex issues to relevant departments while ensuring timely feedback
- Maintain accurate and up-to-date member records in the system
- Support the onboarding process of new members by assisting with documentation, account opening, and orientation
- Ensure the Sacco front office and service areas reflect high standards of order and professionalism
- Educate members on the use of digital platforms and self-service options
- Follow up on pending member issues to ensure resolution and member satisfaction
- Collect and relay member feedback to the Customer Experience Supervisor to support service improvements
- Prepare daily service reports and participate in service audits when required
- Collaborate with other departments to ensure a seamless service experience for members
- Support the organization during member engagement events, product activations, and feedback forums
- Any other duties as may be assigned from time to time in the scope of customer service
Minimum Requirements:
- Diploma / Bachelor’s degree in Business Administration, Customer Service, Communication, or related field
- At least one (1) year experience in a customer service or front-office role, preferably in a financial institution or cooperative
- Proficiency in Microsoft Office and familiarity with member management systems
- Excellent verbal and written communication skills
- Strong interpersonal and problem-solving skills
- High integrity, emotional intelligence, and a member-first attitude
- A team player with a strong commitment to organizational goals
- Ability to multitask, stay calm under pressure, and handle sensitive member information with confidentiality.
Work Hours: 8
Experience in Months: 12
Level of Education: associate degree
Job application procedure
Interested candidates who meet the set criteria may use the link below to submit their application letter together with a detailed Curriculum Vitae with at least three contacts of professional referees addressed to:-
The HR & Administration Manager,
Maisha Bora SACCO Society Ltd,
P.O. Box 72713 - 00200, Nairobi.
Interested and qualified? Go to Maisha Bora Sacco Ltd on docs.google.com to apply
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