The right candidate will be responsible for providing and promoting a professional, high quality frontline customer focused service by resolving customers’ queries and member issues raised in KPAPS by managing the customer care desk and efficient management of the partner relations.

1. Implement member relations strategies and policies to enhance customers’ loyalty and best customer practices;
2. Attend to member complaints, expedite corrections and follow up to ensure resolution;
3. Promote new products to enhance customer service, collecting member information and analyzing member needs;
4. Maintain proper partner relations by managing member records and directory of members’ contact details and handle member accounts and provide guidance on enhancing customer relationships;
5. Formulate programs for retaining customer loyalty by establishing rapport with the customers;
6. Plan and develop member-focused programs to create a stronger service culture;
7. Ensure that all calls are dealt with promptly in line with agreed standards and targets;
8. Ensure that members are advised of alternative communication methods including social media and email facilities;
9. Ensure that customer relations software is used effectively to help process customer enquiries and accurately maintain and retrieve all records in a timely manner;
10. Supervise the resolution of member concerns and facilitating the delivery services to the customer;
11. Promote and participate in Corporate Social Responsibility activities;
12. Undertake member Surveys, follow-ups customer feedback mechanisms to promote member service and satisfaction; and
13. Utilize Information Technology to enhance customer satisfaction

A minimum of six (6) years’ experience in relationship building with similar or larger than the Scheme’s in scope and magnitude.

• Must possess a passion for people and a desire to help people in a professional capacity
• Excellent communication and interpersonal skills
• Great organizational skills
• Must demonstrate high integrity and ethical practice
• Must demonstrate ability to work independently with minimum supervision.
• Must be a team player who is able to work cordially in teams
• Must demonstrate ability to multitask
• Must demonstrate commitment to operational effectiveness
• Should have ability to solve problems by applying relevant business knowledge
• Should demonstrate professional expertise in the relevant work area
• Must have the ability to communicate for both written and oral communication
• Must be able to work under pressure
• Must be a flexible person, who is willing to learn and able to work flexible hours to achieve goals
• Must have knowledge in the use of MS office packages

All candidates must ensure that their CVs contain working telephone numbers and email addresses, your current/previous and expected salary, and a list of at least three (3) referees with their current contacts; and attach certificates proving compliance with Chapter 6 of the Constitution of Kenya.