JOB PURPOSE
To provide excellent customer service on both inbound and outbound calls
KEY RESPONSIBILITIES
Promptly resolving customers enquiries at the first instance by using the bank’s systems and escalating to the relevant teams when need arises.
Keep a comprehensive record of all engagements in the call center data bank.
Cross-selling and marketing the Bank’s products and services
Run cold call scripts as part of building bank brand awareness.
Identify customer needs, clarify information, and provide timely solutions.
Ensure customer service quality and utmost customer satisfaction to attract prospective customers and retain existing ones.
Regularly updating oneself on matters bank products, call center systems and bank brand
Keeping customers updated on bank procedures and systems, process flows, customer requirements and any other relevant information on the bank.
Reporting and giving feedback to operation management on levels of customer satisfaction and recurrent issues.
Provide necessary support to all arms of the bank.
Ensure utmost compliance to the Bank’s policies and Procedures.
Any other duties assigned by the Operation management.
QUALIFICATION AND EXPERIENCE REQUIREMENTS
Degree in a Business Management, Accounting, Finance or Business Administration.
Professional banking qualifications will be added advantage
1 Year work experience in a bank
Experience in customer service, retail banking and/or financial institution.
Computer literacy and Switchboard management skills
Product and segment knowledge and mastery
Excellent written and oral communication
Active listening and interpersonal skills.
Patient and empathetic attitude.
Adaptability and flexibility.
Negotiation and marketing skills.
Ability to work under pressure and under minimal supervision.
Attention to detail
Possess administrative skills and the ability to work as part of a team.
Strong organization, and negotiation skills.
Interested candidates who meet the criteria above are encouraged to send their application letters and detailed CVs to: Email: recruitment@caritas-mfb.co.ke. Kindly indicate the position title on the subject line when applying. Closing date for application will be on 21st April 2023. Only shortlisted candidates will be contacted.
Apply via :
recruitment@caritas-mfb.co.ke
