Contact Center Agent
Job Overview
Contact Center Agent at KCB Bank Kenya
Contact Center Agent at KCB Bank Kenya
Overview
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
Role
KEY RESPONSIBILITIES:
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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.
DAILY RESPONSIBILITIES:
Reading and familiarizing with all banks ‘circulars and any other internal communication.
Logging in to CRM all calls received/made & follow up on the resolutions of all the calls received once escalated to other departments.
Responding to customers queries through all the medium assigned.
Conducting third party escalations and liaisons. (IT, CPC, Card centre, Branches, subsidiaries other business/support units).
Adhering to assigned schedules.
Education Qualification:
1.Bachelor’s Degree in any business related field.
2.Adaptability & Learning agility.
3.Fluency in English or French.
| Particulars | Detail | Specific Field or Qualification | Need Type[1] |
| Education | Bachelor’s Degree | Any |
RQ
| Detail |
Minimum No of Years
Need Type[1]
| Adaptability & Learning Agility |
n/a
| Highly adaptable, quick learner, able to grasp new systems, processes, and products rapidly; demonstrates flexibility in a fast-paced contact centre environment | |
| Language Requirement |
n/a
Fluent: English and French