Contact Center Agent at Family Bank Ltd

Job Purpose:

Responsible for handling customer requests, inquiries, escalating and following up as necessary, to ensure that highest standards of quality customer service are always achieved.

Key Responsibilities:

• Work towards the transformation of the Contact Centre into a fully-fledged one-stop point of contact for handling all modes of customer issues and inquiries with escalation and follow-up as necessary.
• Ensuring that all customer concerns are handled with the highest level of care and professionalism, leading to satisfactory outcomes.
• Ensuring that each query is addressed promptly and accurately, providing clear and helpful information to clients.
• Contacting and welcoming all new customers while providing customer education on banks' products and services.
• Utilizing customer data and insights to identify opportunities for cross selling additional products and services that align with the client’s needs and preferences.
• Providing customers with detailed, accurate, and up-to-date information about the Bank’s products and services.
• Assisting customers to troubleshoot when they have a problem with access to Bank products and services on various channels.
• Supporting in the implementation of new customer service initiatives at the Contact Centre which include providing operational support, offering feedback, and helping to refine processes to enhance the efficiency and effectiveness of customer service delivery.
• Engaging with potential clients to establish rapport, taking the time to understand their unique needs and preferences.
• Actively monitoring the company's social media channels for customer interactions, feedback, and inquiries and provide insights into customer sentiments and emerging trends, ensuring the Bank remains responsive and proactive in its online presence.
• Proactively reaching out to existing customers and use these interactions as opportunities to strengthen customer relationships and enhance their overall experience with the Bank.
• Work closely with cross-functional teams and other departments to address and resolve complex customer issues.

Qualification:

• University degree.
• At least 1 year experience in customer service.

Competencies:

• Practical experience in use of relevant MS Office applications.
• Adapts to 24-hour service demands, including different shifts.
• Speaks confidently in English and Swahili, with quick, credible responses to customer needs.
• Understands customer needs to respond accurately
• Manages customer expectations effectively, building strong relationships.
• Proficient with contact center tools to ensure high service quality.
• Manages sensitive information with integrity and trustworthiness.
• Takes initiative to support a customer-service-oriented culture.
• Works well in a team, promoting communication and support.