Customer Services Officer

ACCA is committed to a workplace culture which is inclusive, diverse, human and connected.

We welcome applications from candidates who meet some but not all of the criteria listed below.

We’re currently looking for a Customer Service Officer on a Full time (37.5 hours), permanent basis. This position sits within the Customer Service (Africa) team based in Kenya.

The Job

The Customer Service Officer is responsible for the delivery of effective and quality customer service to our member and future members, internal customers and B2B partners by supporting the Regional Head of Customer Services and CHQ Customer Service by handling all the residual transactional activities in Eastern Africa and the rest of Africa.

Reporting to the Regional Head of Customer Service, on a day to day basis you will be responsible for:

• Handle transactional enquiries received from walk-in customers, via phone, email, WhatsApp etc.
• To resolve customer problems / complaints by applying the appropriate customer handling skills on the spot and escalate the case to Regional Head of Customer Services when necessary.
• To feedback customer comments to the Regional Head of Customer Service – Africa for service improvement.
• Forward enquiries on local activities to relevant staff members.
• Help meet Africa sales target such as new students’ recruitment by executing outbound calls, send out SMS, and email campaigns to clear the pipeline.

The Person

We’re looking for someone who:

• Has previous experience in customer facing environment.
• Has excellent written and spoken communication skills.
• Is proficient at English speaking, writing, listening, and reading
• Can demonstrate an ethical, accountable, and responsible attitude.
• A team player.

Our benefits

We strive to create an environment where you can prioritise your wellbeing and so have designed our benefits to give you the power to do so. Our core benefits include medical cover, life assurance and long term disability cover. We provide an employee assistance programme and are proud to offer a financial wellbeing tool called Nudge, to our employees.

We are committed to equal opportunities across our recruitment activities and have a real commitment to ensuring the inclusion and well-being of all employees. We have a blended approach to working to support our employees to balance the needs of their job with other aspects of their life.

Interested in this role? Please click to submit your application.