CUSTOMER RELATIONSHIP OFFICER at Tower Savings and Credit Co-operative Society Limited

JOB TITLE: CUSTOMER RELATIONSHIP OFFICER (1post)

Job Title: CUSTOMER RELATIONSHIP OFFICER
Job Reference TSCCS:C.R.O.4:11/2025
Department: OPERATIONS
Reporting to: CUSTOMER RELATIONSHIP MANAGER
Location HEAD OFFICE

JOB DESCRIPTION
Responsible for providing the highest customer service by interacting with customers through telephone,
emails or social media in order to respond to their inquiries and concerns, process their requests, and resolve
their complaints. The officer will be expected to build sustainable relationships of trust through open and
interactive communication.

DUTIES
1) 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 database.
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
16)Any other lawful duty as may be assigned by the Customer Relationship Manager, Head of operations,
or any other person in authority.

BACKGROUND REQUIREMENTS
1) Exceptional fluency (speaking, reading, writing, understanding) in English and Swahili
2) Ability to multi-task
3) Strong time management and prioritization skills
4) Passionate and problem solving skills
5) Outstanding work ethics.
6) Active Listening.
7) Organized and cool-tempered professional
8) Flexible
9) Strong customer service skills

PREFERRED QUALIFICATIONS
Formal Qualifications
 K.C.S.E. C (Plain) with C (plain) English
 Bachelor’s Degree in Business/related field, Communications, Marketing, Advertising, Public Relations,
Media Studies. A diploma /higher diploma on the above areas will also be considered.
 Those proficient in using CRM systems will have an added advantage.
 At least 3 years’ experience working in customer service/call centre environment.

PERSON SPECIFICATIONS
 Be of exemplary integrity and honesty
 Below 35 years of age.

DISCLAIMER
The above information on this description has been designed to indicate the general nature and level of
work performed by employees within this classification. 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 successful;
1) Clearance certificate from the Ethics & anti-corruption commission (EACC)
2) Tax compliance certificate from the Kenya Revenue Authority (KRA)
3) A valid certificate of good conduct
4) Clearance certificate from the Higher Education Loans board (HELB)
5) Clearance certificate from the Credit Reference Bureau (CRB)

https://www.towersacco.co.ke/careers/

Deadline 11th November 2025 by 6.00 p.m.