Job Summary

Provide first contact customer support through the available channels in the Bank’s 24/7 Contact Center

KEY PERFORMANCE INDICATORS


Transactional Customer Satisfaction Index and/or NPS Score
Number of resolved client queries at first contact.
Service Quality Assurance Score
Adherence to Service Level Agreements & Schedule
Campaign reach rate
Compliance to KYC/AML and applicable banks processes and procedures
Product and Process Post Training Score


KEY RESPONSIBILITIES


Handle customer enquiries and concerns through the various channels in the Contact Centre and Reception.
Obtain information necessary to respond appropriately to customer requests or route interactions.
Ensure adherence to schedule & managing of customer interactions for delivery of planned Service Level.
Identify and escalate/route complex customer issues to the appropriate person/department for resolution as per the escalation matrix. 
Receive and process customer’s instructions as per procedure.
Onboard customers onto the digital platforms & encourage utilization.
Document all interactions according to the standard operating procedures. 
Make outgoing calls to customers’ existing and potential customers and track details of the interaction as prescribed in the campaign. 
Build value demand by educating customers about available services, products, or benefits to sell, cross sell and upsell.
Initiate investigation through escalation of complaints not solved on-line to the Back-office Team and Contact Centre Operations Manager.
Support in Service Quality Audits from time to time.
Any other duties as shall be assigned from time to time.


Educational Qualification


Undergraduate degree from a recognized university.


Professional Qualifications


 Certification in contact center or customer services is an added advantage


Knowledge and Skills


Excellent command of written and spoken English and Swahili.
Experience manning multiple queues.
Experiencing using Customer Relationship Management Tools Knowledge of KYC/AML and Data Privacy
Knowledge of customer service principles and practices. 
Excellent data entry and typing skills.
Proficient in MS Office Applications


Experience


1 year work experience in a financial institution, front facing or Contact Centre role in the service industry