Call Center Officer at K-Unity

K-Unity (formerly Kiambu Unity Finance cooperative union Ltd) is a co-operative union established under the Ministry of Co-operatives and Marketing, registered under the Co-operative Society's Act Cap 490 of the Laws of Kenya.

 

Call Center Officer

  • Job TypeContract
  • QualificationBA/BSc/HND , Diploma
  • Experience2 years
  • LocationNairobi
  • Job FieldCustomer Care 

Reporting to the Business development and marketing Manager the purpose of the Job is to sell Sacco labilities and assets, recruit new members and offer exceptional customer experience.

Duties and Responsibilities

  • Answer incoming calls and respond to customer’s emails
  • Manage and resolve customer complaints
  • Provide product and service information to customers
  • Research required information using available resources
  • Route/document calls to appropriate resources/departments/Branch.
  • Document all call information according to standard operating procedures
  • Recognize, document, and alert the management team of trends in customer calls.
  • Follow up customer calls where necessary.
  • Upsell/Cross Sell products and services.
  • Manage inbound and outbound customer calls in a timely manner.
  • Identify customers’ needs and wants, give your best to clarify information.
  • Keep records of all conversations in our call center database in a comprehensible way.
  • Build strong relationships with customers.
  • Meet qualitative and quantitative targets.
  • Respond to general marketing enquiries
  • Market Sacco liabilities i.e. member accounts and savings.
  • Market Sacco assets i.e. loans and credit products.
  • Recruit new members; and general customer service.
  • Perform any other duties as may be assigned from time to time.

Minimum Qualifications

  • Degree/KNEC Diploma in Public Relations/Business Management/Marketing/Cooperative Management.
  • Professional training in customer care.
  • Proficient in relevant computer applications
  • Excellent data entry and typing skills
  • Ability to handle stressful situation appropriately
  • Adaptable to different personality types
  • Familiarity with CRM technology is an added advantage.
  • Ability to multi-task
  • Attention to detail, good interpersonal & problem-solving skills.
  • Strong commitment and passion to customer service.
  • Must be able to work in a fast-paced environment.
  • Excellent oral and written communication skills.
  • Have minimum two years’ practical experience in customer care in a financial institution.

Check how your CV aligns with this job

Method of Application

Please send your CV and cover letter detailing your experience and qualifications for the job and address it to humanresource@k-unity.co.ke  indicating your current and expected remuneration.

All applications should be received on or before Saturday 21st February 2026; clearly indicate in the email subject the position for which you are applying for. Please note that only shortlisted applicants will be contacted.

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