The overall purpose of the Customer Experience Officer Contact Centre position is to acquire, grow and deepen customer relationships through excellent service delivery and cross-selling and up-selling the Bank products.
Responsibilities:
Business growth:
Generation of new leads, cross sell and upsell of Bank products and services through outbound calls as well as during customer and non-customer interaction.
Deepen existing relationships with the aim of enhancing customer retention.
Participate in revenue generation initiatives such as account funding campaigns.
Customer satisfaction
Providing relevant information to customers on request
Resolving customer complaints in the shortest turnaround time
Timely updating customers on new products and services
Compliance:
Ensure compliance with Credit Bank Customer Service Standards and Contact Centre quality processes.
Ensure compliance to all Credit Bank Policies and Procedures.
Key Activities:
Ensure delivery of excellent service to all internal and external customers whilst projecting a professional and warm image.
Ensure efficient, friendly and professional onboarding of all new customers.
Respond to all inbound correspondence as per the Bank Customer Service standards.
Proactively act and follow up on received customer requests / complaints to closure whilst ensuring regular updates and feedback to customers.
Ensure effective use of systems and adequate engagement of customers to capture all relevant details for faster resolution of complaints and queries.
Timely resolution and escalation of any issues outside job scope and follow through to ensure closure.
Ensure all customer requests and complaints are documented.
Regular communication to customers on product campaigns and any other outbound communication as may be required.
Provide communication and service support to other Business units as may be required from time to time.
Participate in customer satisfaction Surveys and service monitoring aimed at measuring and benchmarking the Bank service standards.
Ensure good housekeeping and filing of customer documents and internal reports.
Take advantage of interaction with customers to educate them on all our products and services and encourage them to participate and give feedback.
Qualifications/ Experience:
Bachelor’s degree in any discipline with a minimum of second class honors upper division or equivalent.
Minimum B in KCSE or equivalent
Proven work experience in customer service or contact centre
Must be able to work in shifts including night shift
Skills:
Excellent interpersonal skills
Excellent command of English and Kiswahili both spoken and written
Excellent collaborative and team work skills
Must be result oriented
Excellent organization and planning skills
Wage: Kshs. 1200 per day average Kshs. 30,000 per month Gross
