Customer Service and Member Engagements Manager 1

Customer Service and Member Engagements Manager

United Civil Servants Sacco

United Civil Servants SACCO is a member owned institution that offers a range of savings and credit products to civil servants in Malawi its goal is to improve the social economic lives of all Malawians. It therefore invites applications from candidates with the passion and drive to help in improving their community and country.

Customer Service and Member Engagements Manager

Employment Type: Fulltime

Job Purpose
The overall objective of the member services officer serves customers by determining requirements; answering inquiries; resolving problems; fulfilling requests; maintaining database and conducting customer onboarding activities.

Major duties and responsibilities

1. Customer service delivery – retention and attraction of members
(a) Query management
(b) Customer services satisfaction survey
(c) Suggestion box management
(d) Member retention strategies
(e) Customer service improvement plans

2. Call Centre management
(a) Register and resolve queries
(b) Filing of query documents
(c) Channel / direct queries to relevant Department

3. Championing excellent customer service
a) Conducting in-house surveys on customer service
b) Coaching staff on best customer service etiquette

4. Member literacy management
a) Educating all members on the Sacco concept
b) Monitoring and reporting member knowledge gaps
c) Following up with members with knowledge gap

5. People management
(a) Making sure that department members have job descriptions and performance contracts
(b) Leave management for team

6. Reporting
(a) Feedback on member queries (weekly & recommendations)
(b) Weekly and monthly reports

Qualifications and experience
The ideal candidate should possess the following:

  • A minimum of a Degree in any business-related discipline with 3 years’ experience in any customer relations business.

Personal attributes
 Excellent Written and oral Communication
 High Integrity
 Data Entry Skills
 Good organizational and time management skills
 Inter-personal related Skills
 Problem Solving skill

How to Apply
Interested candidates meeting the above requirements should send their application letters with a detailed curriculum vitae (CV) plus copies of certificates not later 15th December 2021 to;

The General Manager
United Civil Servants Sacco
P.O Box 294
Or email; [email protected]

All applications sent to the email must have the position being applied for in the subject line.