Customer Service Executive

Job Description




• We are looking for a Customer Service Executive to be the day-to-day link between our clients and the company. You will handle enquiries and requests from unit trust investors and pension scheme members, resolve issues quickly, and make sure every client has a positive experience.



What You Will Do




• Respond to client enquiries by phone, email, walk-in and other channels in a timely, accurate and courteous way.


• Explain Zimele's unit trust and pension products, processes and requirements to clients.


• Assist clients with account opening, KYC documentation, contributions, withdrawals, switches and statement requests.


• Process client instructions accurately and coordinate with the operations, pension administration and finance teams.


• Log, track and resolve complaints within agreed timelines, escalating complex cases where necessary.


• Keep client records and the CRM system accurate and up to date.


• Verify client identity before sharing information and protect client confidentiality at all times.


• Follow up with clients to confirm their issues are resolved and gather feedback.


• Identify service gaps and recurring issues and recommend improvements.


• Ensure all client interactions and records comply with RBA, CMA and data protection requirements.


• Prepare regular reports on enquiries, complaints and turnaround times.



Qualifications




• Bachelors degree in Business Administration, Marketing, Finance, Customer Service or a related field.


• Proficiency in MS Office and CRM or customer management systems


• Fluency in English and Kiswahili, written and spoken.


• Excellent communication and active listening skills


• Strong problem-solving and complaint-handling ability


• Integrity and discretion with confidential information


• Ability to explain financial products simply to non-specialists