Posted: 2026-10-20 17:46:25  Deadline: October 24, 2026   Full-time   Salary: Confidential

Tower Sacco is seeking to recruit qualified and customer-focused individuals for the position of Customer Relationship Officer to provide excellent customer service by responding to customer inquiries and concerns, processing requests, resolving complaints and building sustainable relationships of trust through open and interactive communication.

Position Details

Position: Customer Relationship Officer (2 Posts).
Reference: TSCCS/C.R.O..5/10/2026.
Department: Operations.
Location: Head Office, Olkalou, Kenya.
Reports to: Customer Relationship Manager.
Hiring Company: Tower Sacco.
Application Deadline: October 24, 2026, at 6.00 p.m.

Job Profile and Purpose

The Customer Relationship Officer is responsible for providing the highest standard of customer service by interacting with customers through telephone, email and social media to respond to inquiries and concerns, process requests and resolve complaints. The officer is expected to build sustainable relationships of trust through open and interactive communication.

Responsibilities

Build sustainable relationships of trust through open and interactive communication, going above and beyond in customer service to ensure all queries and complaints are handled appropriately.
Handle customer complaints, provide appropriate solutions and alternatives within set time limits, and follow up to ensure resolution.
Maintain ownership of calls and emails throughout the lifecycle of a customer's request, including follow-ups with the escalation team.
Resolve product or service problems by clarifying customer complaints, determining the cause, selecting and explaining the best solution, expediting corrections or adjustments, and following up to ensure resolution.
De-escalate situations involving dissatisfied customers by offering patient assistance and support.
Use customer interactions to cross-sell other products and services offered by the SACCO to maximise revenue while enhancing customer satisfaction.
Guide customers through troubleshooting, navigating the SACCO's website and using its products and services.
Collaborate with internal teams to create landing pages and optimise user experience.
Maintain records of customer interactions, including daily records of problems and remedial actions taken, using the call centre database.
Meet qualitative targets and achieve all service delivery objectives.
Maintain an up-to-date complaint register and track complaints to ensure appropriate action is taken.
Maintain an orderly workflow according to priorities.
Maintain data integrity.

Minimum Qualifications and Experience

Age above 24 years.
KCSE minimum qualification of C plain, with C plain in English and Mathematics.
CCP II, CPA II, CIFA II, or a diploma in Public Relations, Business Management, Cooperative Management, Accountancy, Finance and Banking, or another relevant field.
A bachelor's degree in Public Relations, Finance, Accounting or another related field.
Three (3) or more years of experience in customer care or call centre operations will be an added advantage.

Person Specifications

Excellent communication and interpersonal skills.
Customer-focused approach.
Ability to work effectively as part of a team.
Exemplary integrity and honesty.
Excellent organisational skills.

Disclaimer

The information in this job description is intended to indicate the general nature and level of work performed by employees within this classification. It is not intended to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

Application Process

Interested and qualified candidates should submit their applications by October 24, 2026, at 6.00 p.m.

Application Link: Tower Sacco (Careers Page)

Candidates who have applied will receive an email informing them whether they will proceed to the next recruitment stage of shortlisting or interviewing.