Nafaka SACCO Customer Service Executive Job in Nairobi, Kenya

Nafaka SACCO Society Limited hereby invites suitable candidates to be considered for the following vacant positions:

Job Title: Customer Service Executive

Job Reference No: NAF/ST/1/2020

Location: Nairobi

Type of engagement: 3 Years Contract (Renewable on performance)

Job Purpose: The individual will be responsible for handling front office reception and administration duties, including welcoming guests, answering phones, handling walk-in member enquiries, sorting and distributing mail.

Job Description:

a) Act as the point of contact between walk-in members’ enquiries & back office before any escalation.

b) Oversee customer service in-box as well as members web platform and respond within agreed turnaround time.

c) Receive and log requests for support from ICT users and respond to the requests in a logical and prioritized manner.

d) Keep records of customer interactions, process customer accounts and documents

e) From time to time propose improvements to the Sacco’s Customer Experience Cycle

f) Generate sales leads

g) Take responsibility for self-development through self-study, identification of learning opportunities

h) Perform any other duties as assigned from time to time.


a) Business related degree with ICT Knowledge

b) 2 years’ experience in an administrative role

c) Knowledge of customer service principles and practices

d) Information, communication and technology skills backed by networking basics

e) ICT Certification will be an added advantage

f) Working at a customer service in a reputable organization shall be an added advantage

Skills and Desired Qualities:

a) Judgement and decision-making ability.

b) Accuracy and attention to detail.

c) Able to handle difficult customers with diplomacy and tact.

How to Apply

Online applications can be sent to and copy to and MUST clearly state the Job Title and Reference number as the subject.

All applications must be received by Friday 16th October 2020 at 5.00pm.

Business Administration, Sales and Marketing
Updated: October 14, 2020 — 8:06 am