Contact Centre Officer handles customer inquiries and contact center operations, requires a business degree (2nd Class Upper min) and 1 year customer service experience in a contact center or financial institution. Full-time role in Nairobi.
Job Summary
Contact Centre is the Bank’s
point of contact for handling Inbound and Outbound Calls, Emails and Social
Media engagements.
The purpose of this role is to
provide 24/7 Banking support to our customers on Voice, Email and Social Media
with an objective of ensuring all Queries, Requests and Complaints are handled
in a timely manner and in line with the I&M Service Standards resulting in
market leading service experiences for all customers interacting with the Bank.
Key Responsibilities:
Inbound
Calls handling – 24-7 customer support for Queries, Requests and Complaints
channelled through Voice within the defined timelines and in line with the
I&M Bank Standards.
Social
Media Handling – 24-7 customer support for Queries, Requests and Complaints
channelled through the I&M Social Media pages i.e., WhatsApp, Facebook,
Twitter, YouTube, Instagram, and LinkedIn within the defined timelines and in
line with the I&M Bank Standards.
Social
Media Campaign Support – Responding to all engagements arising from the various
I&M Digital campaigns within the defined timelines and in line with the
I&M Service standards.
Email
Handling – Responding to customer emails received from internal stakeholders
and public mailboxes within stipulated Turnaround time and in line with I&M
Service standards.
Telemarketing
and Outbound Campaigns – Handling Telemarketing assignments to create awareness
on Bank Offerings and Outbound Campaigns such as Care Calling, Customer
Onboarding and Customer Feedback Collection.
Digital
Channel Support – Support customers with any queries, requests, or complaints
on the Bank’s Digital Banking channels i.e., Card and Online Banking (Mobile
and Internet Banking) thus driving uptake, usage and digital channel
satisfaction.
Reporting
and escalating any emerging trends or Customer Feedback emanating from our
telephone, social media handles and e-mail engagements.
Key Performance Measures:
Dropped
Contact ratio.
Service
Level Score.
Mystery
Shopping Score.
Customer
Satisfaction Score.
Quality
Assurance Score.
Social
Media and Email Handle Time.
Requirements
Academic
Qualifications:
Business
related degree holder from a recognized University (Min – 2nd class upper or
equivalent).
Professional
Qualifications:
Banking
qualifications desirable.
Work
Experience:
One-year
continuous working at officer level in a customer service setting preferably in
a financial institution with familiarity to the Contact Centre operations.
Experience
in Contact Centre or banking industry.
Skills
and Competencies:
Customer
Centric.
Excellent
written and oral communication skills.
Strong
collaboration skills.
Analytical
and problem-solving skills
Good
interpersonal and rapport building skills.
Strong
time management and organizational skills.
Risk
Intelligence.
Self-driven,
autonomous and result oriented individual.
Flexible
and adaptable working approach,
Emotional
Intelligent.
Ability
to work independently, with minimal supervision.
