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Records Management & Customer Care Officer | Apply Now
Nairobi, Kenya
Full Time
Are you looking for Management jobs in Kenya 2025 today? then you might be interested in Records Management & Customer Care Officer
About the Organisation
Career Directions Limited (CDL) is a reputable recruitment and HR services firm in Kenya, offering expert talent sourcing and placement for a wide range of industries, including financial services. CDL is currently recruiting on behalf of a well-established SACCO in Nairobi that values efficient service delivery, data integrity, and exceptional member support.
Job Title
Records Management & Customer Care Officer
Career Directions Limited (CDL)
Job Description
This role combines responsibilities in two key areas: records management and customer service. The officer will oversee the filing, access, and retrieval of both physical and electronic records, ensuring data is accurate, updated, and stored securely in compliance with the Data Protection Act and SACCO policies. Additionally, the officer will respond to member inquiries, guide users through SACCO procedures, and liaise with internal departments to resolve issues effectively. The goal is to ensure members receive timely, accurate, and professional service while supporting internal audits and digital transformation initiatives.
Duties, Roles and Responsibilities
Records Management
Develop and maintain effective filing and archiving systems (both physical and electronic)
Ensure secure access to records and uphold confidentiality standards
Support document retrieval for audits and internal use
Regularly update and maintain member files, including processing withdrawals and guarantor substitutions
Assist in digitizing historical records and managing digital document databases
Ensure compliance with the Data Protection Act, 2019 and SACCO record policies
Customer Care
Handle member inquiries, complaints, and service requests professionally
Provide accurate information on SACCO products, services, and procedures
Work with other departments to resolve member issues efficiently
Maintain and report on customer satisfaction through feedback systems
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SERVICES
COMMERCIAL
SERVICES
INDUSTRIAL
SERVICES
RESIDENTIAL
Qualifications, Education and Competencies
Academic Qualifications:
Diploma in Records Management, Business Administration, or a related field
Professional Experience:
Minimum of 2 years' experience in records management and/or customer care
Previous experience working in a SACCO or financial institution is preferred
Skills and Competencies:
Excellent organizational, recordkeeping, and archiving skills
Strong communication and interpersonal abilities
High attention to detail and data accuracy
Strong customer service orientation with problem-solving skills
Integrity, confidentiality, and ability to work under pressure
Proficiency in MS Office and SACCO or document management systems
Understanding of SACCO operations and Kenya’s Data Protection Act
How to Apply
Only online applications will be accepted. Click below
