Description
In line with enhancing career progression of staff and to support business growth, we seek to recruit a qualified, experienced, self-driven, highly motivated and passionate candidate to fill the above position in Customer Service Department.
Reporting to the Business Growth and Development Manager, the ideal candidate will be tasked with coordinating quality of service at branch thus ensuring exceptional customer experience alongside the following duties:
Floor Management by ensuring customers visiting the unit are engaged and directed accordingly
Promptly analyzing and resolving feedback and/or complaints raised by customers through various channels and implementing solutions
Reviewing service levels at various workstations and discussing improvements with the teams
Ensuring adherence of set SLA’s at all service points
Ensuring brand, ambience and corporate image conforms to the set standards
Resolving assigned issues in the Service Cloud
Conducting soft skills training in the business units
Coordinating Customer Service days
Marketing and cross-selling bank products out of customer interaction
Qualifications
Bachelor’s Degree from a recognized university or College
Minimum of C+ in K.C.S.E
Minimum of 3 years’ experience at the branch having worked in various workstations
Acted in the Customer Service role for at least 6 months
Computer Literacy
Ability to make presentations and carry out training
Desired Knowledge, Skills and Attributes:
Be confident and firm and possess ability to identify solutions and make decisions
Ability to influence other team members positively
Be attentive to customers and warm and approachable
Have excellent communication skills, both written and verbal
Passion to improve customer experience in the Bank
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