Contact Center Officer, Head Office, Nairobi at Premier Bank

Job Summary:-

To provide a link between customers and the bank while providing a while wow experience.

Key Responsibilities: –

• Answer calls and respond to emails. This also entails routing calls to the appropriate team members to ensure speedy resolution of issues.
• Manage and resolve or escalate customer complaints
• Document all call information according to standard operating procedures
• Complete call logs & Produce Call reports
• Track, analyze and report on team on-time, call patterns, backlog and volume.
• Monitor the CRM system and CTI system for possible down-time
• Analyze, investigate and follow up on customer complaints/issues to full closure
• Prepare complaints analysis reports, root cause analysis reports and daily outstanding issues reports and analyze system statistics per agent and team and instill remedial action
• Manage sales leads from Contact Center and share them with the business  department for conversion
• To drive the customer satisfaction agenda in the bank through branch visits and scheduled Customer Service Trainings.
• Promote a customer centric culture in the bank.
• Ensuring that the banks Customer Service procedures are communicated to all staff and implemented
• Tracking of the complaint resolution system, following up to ensure complaints are adequately resolved within agreed turnaround times.
• Measuring and monitoring customer service standards via customer feedback surveys, branch visits and audits, mystery shopping among other methods;
• Providing support to business in addressing and closing identified gaps and ensuring the same are adequately followed through and resolved.
• Championing service campaigns with the support of customer experience partners to enhance customer loyalty and embed service culture across the business.
• Sharing best practices, nuggets and other relevant material with the business to drive the right service behavior.
• Ensure Branches comply with the Customer Onboarding Process and prepare the Customer On-boarding dashboards for the branches.
• Handle and respond to customer queries on WhatsApp
• Monthly compilation of branches complaints and submission to the relevant department for onward transmission to the regulator
• Bank wide internal mystery shopping
• Ensure that all team members in the bank are trained and conversant with the PBK Customer Service Standards
• Drive the Customer Satisfaction Agenda in the bank to achieve a Customer Satisfaction Index of 75%
• Branch visits to drive the Customer satisfaction Agenda
• Assist in the bank’s marketing activities
• Support the social media & marketing officer to ensure queries raised on our social media platforms are handled efficiently and effectively.
• Support the branches in the bank’s marketing initiatives.

Requirements 

 Qualifications

• Hold a Bachelor’s Degree in Business Administration, Marketing, Public Relations or related field.
• Professional banking qualifications a plus. Call Center with proven result oriented track record.
• Have strong customer service orientation/experience.
• Experience in banking a plus but not mandatory.

Competencies & Attributes

• Personality: A go-getter, enthusiastic, results oriented with excellent communication and social skills. A forward planner with clear focus, mature, reliable, hardworking and able to work without supervision.
• Sound knowledge of the Bank’s products and services; CBK Prudential Guidelines.

Job skills:

• Customer Focus
• Customer Service oriented
• Keen on process Improvement
• Problem Solving skills are key
• People Skills
• Teamwork
• Team player
• Verbal and written communication skills
• Listening skills
• Computer skills and familiar with call center technology.
• Honest and with high integrity.

Remuneration

A package commensurate to the posts shall be discussed and agreed with the successful candidates.