Job Title: Contact Centre Officer
Responsible for handling customer inquiries through
phone, email, resolving complaints, providing banking information, updating
customer records, and escalating complex issues. Requires a Diploma or
Bachelor’s Degree in Business, Banking, Customer Service, or a related field,
with at least 1–2 years of contact centre or customer service experience. This
is a full-time, on-site position based in Nairobi.
Job purpose:
To deliver efficient,
compliant and high-quality customer service across inbound and outbound calls,
digital and social media channels, and back-office processes, while supporting
customer satisfaction, retention, business growth and continuous service improvement.
Key
Responsibilities:
Handle
incoming calls, emails, chats, social media messages and other customer
inquiries professionally; provide accurate information on banking products,
services, accounts and procedures.
Make
outbound calls for customer follow-ups, surveys, service campaigns, lead
generation, product promotion, customer retention and payment reminders or
collections where applicable.
Resolve
customer complaints and service requests within agreed service levels,
escalating complex or unresolved matters to the appropriate teams.
Support
account maintenance, customer requests, digital banking assistance and other
assigned back-office processing, ensuring accuracy and timely turnaround.
Identify
appropriate cross-selling opportunities and contribute to customer engagement,
sales, service and productivity targets.
Verify
customer identity where required, maintain confidentiality, protect customer
data and comply with KYC requirements, banking regulations and internal
policies.
Record
customer interactions, actions and outcomes accurately in CRM and other
systems; maintain complete and up-to-date customer records.
Monitor
customer feedback and social media mentions, moderate online interactions and
represent the Bank professionally across digital channels.
Monitor
and evaluate calls and other customer interactions against quality standards
and scorecards; provide constructive feedback, identify training needs and
support calibration and quality improvement initiatives.
Work
collaboratively with the Contact Centre Manager, colleagues and relevant teams
to resolve customer issues and improve service delivery.
Qualifications
Bachelor’s
Degree in Business Administration, Banking, Customer Service, Communications,
Marketing, Quality Management or a related field.
Relevant
experience in customer service, contact centre operations, back-office banking,
digital customer engagement, sales, collections or quality assurance. Typically
1–3 years for agent-focused duties;
Knowledge
of banking products, customer service standards, contact centre operations,
digital channels, customer confidentiality, data protection, KYC and regulatory
requirements.
Proficiency
in Microsoft Office, CRM/contact centre systems, reporting tools and relevant
digital or social media platforms.
Skills & Competencies
Strong
written and verbal communication, listening and customer relationship skills.
Problem-solving,
complaint handling, negotiation and persuasion skills.
Attention
to detail, accuracy, analytical ability and report writing.
Digital
literacy and ability to use CRM, contact centre and social media tools.
Time
management, multitasking, resilience and ability to work under pressure and
meet targets.
Professionalism,
integrity, confidentiality and commitment to service quality and continuous
improvement.
How to Apply
Submit your CV, together with
a Cover Letter (maximum one page), to jobs@primebank.co.ke
