Job Description
The United Civil Servants SACCO is member-owned institution dedicated to offering a diverse array of savings and credit products to civil servants, corporate organizations as well as SME’s in Malawi, our mission is to transform the socio-economic lives of all Malawians. With projected business growth for 2024 in alignment with our strategic plan spanning from 2022 to 2026, we are actively seeking individuals passionate about fostering positive change in their community and country. We invite applications from candidates driven to contribute to the socio-economic improvement of their society and nation through the United Civil Servants SACCO.
Position: Member Engagements Officer
Reporting to: Customer service and member engagements manager
Employment type: Full time
Location: Mzuzu
Job Purpose
Member Engagement Officer’ role will play a pivotal role in enhancing member satisfaction, fostering engagement, and driving retention within the organization. Primary responsibilities will revolve around organizing and managing of member engagement through managing member literacy programs, and analyzing data to drive continuous member experience improvement.
Essential Duties and Responsibilities:
- Customer Service Delivery – Attraction and Retention of Members
- Implement customer service satisfaction surveys strategies to measure member experience and identify areas for improvement.
- Manage the suggestion box, ensuring timely responses and implementation of feasible suggestions.
- Implement member retention strategies to increase member loyalty and engagement.
- Execute customer service improvement plans to address member feedback and concerns.
- Member Engagement and Participation
- Implement member engagement strategies to increase participation, retention, and overall member satisfaction.
- Organize member literacy meeting for new members, existing and exiting members
- Identify and address member knowledge gaps through targeted communication and education initiatives.
- Build and maintain relationships with members through regular communication, feedback, and support.
- Collaborate with internal teams to resolve member complaints and concerns raised at member education meetings
- Analyze member data and feedback to identify trends and areas for improvement
- Manage member feedback, ensuring timely responses and resolution of concerns.
- Member Literacy Management
- Facilitate members’ education meetings, ensuring members have the necessary knowledge and skills to fully utilize organizational resources and benefits.
- Monitor and report member knowledge gaps, identifying areas for improvement and targeted support.
- Championing excellent customer service through surveys on customer service delivery
- Training staff on best customer service etiquette
- Follow up with members with knowledge gaps, providing additional resources and support to address their needs.
- Present reports highlighting member engagement, retention, and satisfaction metrics.
- Use data insights to inform member engagement strategies and improve overall customer experience.
Qualification, Knowledge, Skills and Experience
- A minimum of a Degree in any business-related discipline with 3 years’ experience in any customer relations business.
- Customer-Centric Mindset: A deep understanding of customer needs and a commitment to delivering exceptional service is critical
- Familiarity with customer service software and tools, including CRM (Customer Relationship Management) systems
- High Integrity
- Good organizational and time management skills
- Inter-personal related Skills
- Problem Solving skills
HOW TO APPLY: All applications should be sent to ucssacco.recruitment@gmail.com not later than 22 August 2024. The application should include an up-to-date Curriculum Vitae (CV), copies of academic and professional qualifications, including MSCE; as well as the names and contact details of three traceable referees.
Canvassing of any kind will lead to automatic disqualification.