Contact Centre Agent- Back Office at NCBA Group

JOB PURPOSE STATEMENT

• To deliver excellent customer service on query and incident resolution to both internal and external customers.
• To address all customer enquiries that are beyond First Contact Resolution (FCR) threshold and handle all queries assigned by the Front Office team and other units.
• To follow up and escalate customer issues in a timely manner to ensure quality customer service and compliance with the established service standards: Owning customer requests, complaints and enquiries from end to end, and updating customers within set SLAs and KPIs.

KEY RESPONSIBILITIES & PERCENTAGE (%) TIME SPENT

• Delivery of superior Contact Centre services in management of all escalated queries from Front Office (65%)
• Perform Operational activities to resolve customer issues (10%)
• Customer engagement on existing queries (10%)
• Execute Customer Service Requests (5%)
• Root cause analysis of recurrent issues and all other issue affecting service delivery (5%)
• Adherence to and application of established policies processes and tools to achieve optimal efficiency, compliance and cost containment. (2.5%)
• Reporting: Weekly and monthly reports (2.5%)

QUALIFICATION AND EXPERIENCE REQUIREMENTS

• University degree – Upper Second or GPA 3.0.
• Three years’ experience in banking operations, with an emphasis on Digital Business product support or development or Contact Centre.
• Interaction with CRM/T24 core banking systems is an added advantage.
• Practical experience in use of relevant MS Office applications and front office experience
• Excellent problem-solving capabilities
• Excellent communication skills: Written, spoken and Social Media query management.