Call Center Agents Job Vacancies at Invest & Grow (IG) Sacco Society Limited

Overall Responsibility
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.

Desired Skills and Competencies:
- Outstanding communication and interpersonal skills.
- Knowledge in digital marketing and CRM tools.
- Ability to manage multiple tasks and calls efficiently.
- Proven ability to work on own initiative.
- Creative problem solving and analyzing skills.