JOB PURPOSE:
The purpose of the Contact Centre representative is to offer first line support to our customers through inbound/outbound calls, email and social media interactions. The representative offers 24-hour support on all customer queries, concerns and complaints.
KEY RESPONSIBILITIES AND ACTIVITIES:
Response Management
Responding to all customer calls and providing support.
Responding to email requests and queries.
Managing the banks social media pages
Responding to all branches and department request
Customer Service Management
Resolving all customer complaints and concerns
Escalating and follow-up of customer issues with relevant units and branches.
Offering support to all units and branches
Welcome calls and health check calls to customers
Revenue Generation
PAR collections
Account reactivation campaigns
Channel usage campaigns
Deposit mobilization activities
DECISION MAKING AUTHORITY
Customer resolution as per the contact center policy and procedure manual.
Customer issue escalation as per the contact center policy and procedure manual.
Customer complaints escalation as per contact center policy and procedure manual
Customer complaint register as per the CBK complaints guidelines.
ACADEMIC BACKGROUND:
General education degree or equivalent.
WORK EXPERIENCE:
Experience in customer service environments an asset.
Previous Contact Centre experience an asset.
Experience in quality assurance for customer service or Contact Centre an asset.
Proven interpersonal and communication skills.
Knowledge of computer and communication systems.
Excellent verbal and written communication skills
Ability to learn detailed instructions quickly
Superior problem-solving skills
Ability to explain detailed instructions articulately and clearly
Attention to detail
Adaptability & Team work
Persuasiveness, negotiation skills
Work under pressure
Ability to provide an outstanding customer Experience.
Multitasking skills.
Understanding individual needs of customers.
Apply via :
www.sidianbank.co.ke
