Job Purpose
To promptly and conclusively offer support to all to Contact Centre in terms of resolving queries and complaints that need further investigations in the Bank.
Main Responsibilities
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Plan and execute impactful events and sponsorships.
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To be available and able to respond in a prompt, friendly, supportive helpful and timely manner to all customers who contact BPR (via telephone, email, web, or written communication, etc)
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Analyze, investigate and follow up on customer complaints/issues to full closure in liaison with responsible Units, while keeping Customers regularly updated.
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Actively represent the customer throughout the organization, highlighting trends, suggesting and implementing improvements and feeding back to team mates.
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Provide customers with fast, accurate, relevant and useful information regarding all aspects of the KCB Group Products and Services in line with the Customers feedback.
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Ensure that all customer queries, problems and complaints are fully resolved within the team as a ‘One Stop Shop’ service.
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Use sound judgment and take decisions that will meet customer expectations while striving to achieve win/win outcome for the Customer and the Bank.
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Provide support to all touch-points and Customer Service Units in the bank (Branches, Head Office Units and subsidiaries) to meet Customer expectations.
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Update all customer records in CRM.
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Providing Customers with service/product offers/alternatives and ensuring closure.
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Strive to continually improve personal performance in order to achieve individual, team and departmental SLA’s and KPI’s.
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2 years Minimum experience in Having worked in a civil engineering company, property valuation or any close related field.
Daily Responsibilities:
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Reading and familiarizing with all banks ‘circulars and any other internal communication.
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Logging in to CRM all calls received/made & follow up on the resolutions of all the calls received once escalated to other departments.
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Responding to customers queries through all the medium assigned.
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Conducting third party escalations and liaisons. (IT, CPC, Card centre, Branches, subsidiaries other business/support units).
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Adhering to assigned schedules.
Educational qualifications and work experience:
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Bachelor's level degree in any business- related field.
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1 years Minimum experience in Customer facing role.
