Customer Service Officer

About the role

The Customer Service Officer leads the support desk for Sacco members, handling complaints, inquiries and providing accurate information. This position reports to the FOSA Manager and plays a key part in maintaining member satisfaction.

Key responsibilities

• Receive, assess and resolve member complaints and inquiries.
• Communicate relevant information to members promptly and accurately.
• Prepare and submit regular reports, budgets and IT-related documentation.
• Collaborate with internal teams to ensure continuous improvement of service processes.
• Maintain records of interactions and follow‑up actions.

Required profile

• Bachelor’s degree in Co‑operative Management or any business‑related field.
• Minimum five years of proven experience in customer service, preferably within the Sacco or banking sector.
• Strong business sense, initiative and the ability to work calmly under pressure.
• Excellent communication, planning and organisational abilities.
• Proficiency in report writing and basic budgeting.

Required skills

• Good IT proficiency for handling internal systems and reporting tools.

What we offer

• Opportunity to work in a dynamic financial cooperative.
• Professional development within the banking and finance industry.