Contact Centre Back Office Officer at I&M Bank

Primary responsibilities:

• Provide customer support for queries, requests and complaints channeled through the I&M Social Media pages i.e., WhatsApp, Facebook, Twitter, YouTube, Instagram, and LinkedIn within the defined timelines and in line with the I&M Bank Standards.
• Respond to all engagements arising from the various I&M Digital campaigns within the defined timelines and in line with the I&M Service standards.
• Respond to customer emails received from internal stakeholders and public mailboxes within stipulated turnaround time and in line with I&M service standards.
• Handle telemarketing assignments to create awareness on Bank offerings and outbound campaigns such as care calling, customer onboarding and customer feedback collection.
• Support customers with any queries, requests, or complaints on the Bank’s Digital Banking channels i.e., Card and Online Banking (Mobile and Internet Banking).
• Report and escalate any emerging trends or Customer Feedback emanating from our social media handles and e-mail queues.

Minimum requirements

• At least 1 year of experience at officer level in a customer service setting preferably in a financial institution with familiarity to the Contact Centre operations.
• A Bachelors'  degree holder from a recognized University
• Experience with social media handling and support is an added advantage

Closing Date: 10th June 2023.