Summary: Customer Care Centre Officer position at Standard Bank, Nairobi, focusing on customer query resolution and contact center support. Requires a business degree and 2+ years of banking customer service experience. Full-time role.
Job Description
- As a Customer Care Centre Officer, you will be responsible for: –
Handling and resolving client queries and complaints across Email and
Social Media channels with professionalism and efficiency
- Managing investigations (Levels 1 and 2) in accordance with
established protocols and delivering high-quality service within agreed
service standards whilst meeting performance targets and maintaining
compliance with risk, regulatory, and operational requirements.
Documenting all interactions accurately and escalating complex matters
appropriately.
Qualifications
Type
of Qualification: First
Degree
Experience
Required
- 1-2 years
- Experience in a customer service and sales role, preferably in a
financial institution.
- Demonstrated experience in handling customer interactions, resolving
queries, and delivering service excellence.
- Familiarity with customer relationship management systems and
processes.
- At least six months of experience working in a Contact Centre
environment in the financial services sector.
Additional Information
Behavioural
Competencies:
- Articulating Information
- Convincing People
- Exploring Possibilities
- Following Procedures
- Interacting with People
- Making Decisions
- Showing Composure
- Understanding People
Technical
Competencies:
- Active Listening
- Difficult Calls Management
- Electronic Communications & Devices
- Inbound Phone Statistics
- Query Resolution
- Telephone Caller Handling
How to Apply
