Job Description

JOB TITLE: Customer Service Officer (9 Positions)

JOB GRADE: C3

REPORTS TO: Area Manager

DEPARTMENT: Commercial

DUTY STATION: Upcountry Branches

Job Purpose:


Provide customer experience by answering queries and providing support to customers through a variety of means, such as online chats, email, or phone calls and through face-to-face interactions.


Roles and Responsibilities include:

  • Identify and evaluate customer needs especially those who walk into the center.

  • Record all customer transactions in customer relationship management (CRM) tool.

  • Provide advice to customers on the various benefit types offered, the qualification criteria, among others.

  • Engage and collaborate with different stakeholders in and out of the fund to facilitate the achievement of departmental and organizational objectives.

  • Assess own performance and s...

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