Customer Service Clerks
Sheer Logic Management Consultants is seeking to engage a dynamic individual for a Customer Service Clerks position for one of our client.
Key Result Areas
Sheer Logic Management Consultants is seeking to engage a dynamic individual for a Customer Service Clerks position for one of our client.
Location: Kenya
Salary: 33,000
Key Result Areas
Inbound Calls (80%)
·
Own the
resolution of customer queries by responding to their requests at the first
instance using all the bank’s systems available.
·
Adherence
to SLAs on customer requests received either through inbound calls, Emails /
Social media, Digital channel requests.
·
Demonstrate
personal initiatives on time management.
·
Embed sales
through service through cross selling of products by use of opportunities in
the BOC system.
·
Ensure
timely escalation of issues either by providing Management information or by
use of other available channels.
·
Log calls
received on the query management system indicating customer and query details
as required. Ensure that calls logged correspond to calls received (number
calls) on a daily basis.
Managing Customer Queries / complaints
·
Ensure that
all details pertaining to customer queries / complaint is obtained from the
customer, log all required details into the banks customer relationship
management system and indicate resolution details if resolve or escalate for
resolution with relevant departments.
Controls (Mandatory for all roles) Time
split%: 10%
“Ensure that all activities and duties are
carried out in full compliance with regulatory requirements, Enterprise Wide
Risk Management Framework and internal Bank’s Policies and Policy Standards.
Understand and manage risks and risk events (incidents) relevant to the role.”
·
Champion
adherence to governance and control processes within the team
·
Sampling of
team members lending decisions to ensure that team is operating within policy,
discretion and SLA
·
Act as a
reference point for all issues relating to process and procedures as well as
governance issues within the team
·
Undertake
snap checks as assigned by the team manager
·
Compile
daily MI on personal productivity.
Technical skills / Competencies
·
Strong
personal and team organization skills
·
Good communication skills
·
Strong
interpersonal and relationship skills
·
Decision
Making skills
·
Ability to
work under pressure
·
Strong
telephone skills
Training requirements specific to the role:
·
Telephone
Skills
·
Telephone
Systems
·
Customer
Service Centricity
How to Apply
Please send your application to recruitment@sheerlogic.co.ke and include your
current remuneration not later than 28th March
2018, 5:00pm. Kindly note only qualified candidates will be contacted.
“Our Client embraces equal opportunity”