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  • Posted: Jun 1, 2023
    Deadline: Not specified
  • Never pay for any CBT, test or assessment as part of any recruitment process. When in doubt, contact us

    I&M Bank is a wholly owned subsidiary of I&M Holdings Limited, a publicly quoted company at the Nairobi Securities Exchange (NSE). The bank possesses a rich heritage in banking.
    Read more about this company


    Contact Centre Back Office Officer

    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.

    Method of Application

    Interested and qualified? Go to I&M Bank on to apply

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