Amazon Fronts Ltd
Our client, a deposit-taking (DT) Sacco based in Nairobi is seeking to fill the role of an Customer Service
Officer
JOB SUMMARY
Reporting to the Operations Manager, the Customer Service Officer will ensure that customers’ needs are
met through the provision of excellent customer service, thereby increasing satisfaction, loyalty, and
retention while consistently meeting member expectations.
ROLES AND RESPONSIBILITIES
1. Customer Service &Communication
Manage corporate emails and official correspondences promptly and professionally.
Respond to member inquiries across multiple channels (email, phone, front desk, suggestion box).
Handle customer complaints by providing timely, appropriate solutions and alternatives within
established service timelines, ensuring follow-up to confirm resolution.
Build sustainable relationships of trust with members through open, interactive communication.
Conduct product awareness and member education sessions to enhance understanding of SACCO
services.
2. Member Onboarding &Relationship Management
Guide new members through account opening, product selection, and orientation.
Approve and update member details in the system, ensuring accuracy and compliance.
Maintain updated member records and ensure data integrity.
3. Operations &Administration
Verify that system information tallies with physical records.
Receive, record, and conduct due diligence on deceased claims for processing.
Prepare monthly customer service reports highlighting trends, complaints, and resolutions.
Maintain proper filing of customer service documents and correspondences
4. Event Coordination
Coordinate corporate events such as Ushirika Day, Customer Service Week, and Annual Delegates
Meeting (ADM)
Support member outreach programs and awareness campaigns.5. Compliance &Risk Management
Ensure adherence to SACCO policies, procedures, and regulatory requirements.
Support audit and compliance processes by providing accurate records and reports
Perform any other duties as may be assigned from time to time
QUALIFICATIONS AND EXPERIENCE
Bachelor’s degree in Business Administration, Customer Service, Communication, or related field.
Minimum of 3–5 years’ experience in customer service, preferably in financial services or SACCO
operations.
Proven experience supervising teams and managing customer service operations.
Strong knowledge of SACCO products and services.
Proficiency in MS Office and core banking systems.
KEY SKILLS AND COMPETENCE
Excellent communication and interpersonal skills.
Strong leadership and supervisory abilities.
High integrity and ethical standards.
Problem-solving and conflict resolution skills.
Customer-centric mindset with a focus on satisfaction and retention.
Strong organizational and reporting skills.
Ability to multitask and manage time effectively.
HOW TO APPLY
Interested and qualified applicants are requested to forward their updated CV in pdf format, indicating the
“Job Title” and “Reference Number” on the subject of the email to recruit@amazonfronts.co.ke on or
before COB Tuesday, 6 th January, 2026