Job Title: Contact Centre Officer
Hiring Organization: I&M
Bank
Location – Locality: Nairobi
Location – Region: Kenya
Industry: Banking
Job Type: Full
Time
Salary: KES
Date Posted: 04/24/2024
Key Responsibilities/Accountabilities
- Inbound
Calls handling – 24-7 customer support for Queries, Requests and
Complaints channelled through Voice within the defined timelines and in
line with the I&M Bank Standards.
- Social
Media Handling – 24-7 customer support for Queries, Requests and
Complaints channelled through the I&M Social Media pages i.e.,
WhatsApp, Facebook, Twitter, YouTube, Instagram, and LinkedIn within the
defined timelines and in line with the I&M Bank Standards.
- Social
Media Campaign Support – Responding to all engagements arising from the
various I&M Digital campaigns within the defined timelines and in line
with the I&M Service standards.
- Email
Handling – Responding to customer emails received from internal
stakeholders and public mailboxes within stipulated Turnaround time and in
line with I&M Service standards.
- Telemarketing
and Outbound Campaigns – Handling Telemarketing assignments to create
awareness on Bank Offerings and Outbound Campaigns such as Care Calling,
Customer Onboarding and Customer Feedback Collection.
- Digital
Channel Support – Support customers with any queries, requests, or
complaints on the Bank’s Digital Banking channels i.e., Card and Online
Banking (Mobile and Internet Banking) thus driving uptake, usage and
digital channel satisfaction.
- Reporting
and escalating any emerging trends or Customer Feedback emanating from our
telephone, social media handles and e-mail engagements.
Key
Performance Measures
- Dropped
Contact ratio
- Service
Level Score
- Mystery
Shopping Score
- Customer
Satisfaction Score
- Quality
Assurance Score
- Social
Media and Email Handle Time
- Important
Relationships
- All
Branches and Relationship Units
- All
Head Office Departments
- Customers
- Industry
Stakeholders – Other Banks, Telcos (Safaricom and Airtel), IPSL (Pesalink)
Skills
and Competencies
- Customer
Centric
- Excellent
written and oral communication skills.
- Strong
collaboration skills
- Analytical
and problem-solving skills
- Good
interpersonal and rapport building skills.
- Strong
time management and organizational skills
- Risk
Intelligence
- Self-driven,
autonomous and result oriented individual.
- Flexible
and adaptable working approach,
- Emotional
Intelligent
- Ability
to work independently, with minimal supervision.
- Experience
in Contact Centre or banking industry.
Experience
- One-year
continuous working at officer level in a customer service setting
preferably in a financial institution with familiarity to the Contact
Centre operations.
Education
Level
- Business
related degree holder from a recognized University (Min – 2nd class upper
or equivalent).
Professional
Qualifications
- Banking
qualifications desirable