Contact Centre Representative at Springboard Capital Limited

The Contact Centre Representative is responsible for handling inbound and outbound customer interactions professionally and efficiently This role involves responding to inquiries, resolving complaints, providing information about products and services, and ensuring an excellent customer experience through various communication channels, including phone, email, chat, and social media within SBC

RESPONSIBILITIES:

• Customer Interaction & Support
• Respond to customer inquiries via phone, email, live chat, and social media
• Provide accurate information about the company’s products and services
• Assist customers with transactions, account inquiries, and troubleshooting issues
• Expedite the resolution of customer problems and complaints to maximize satisfaction
• Sales & Retention Support
•  Promote company products/services and identify cross-selling opportunities
• Follow up on customer requests and ensure timely resolution
• Retain customers by providing solutions that meet their needs
• Engaging with customers to build loyalty and customer relationships
• Documentation & Reporting
• Maintain detailed records of customer interactions in the CRM system
• Prepare weekly and monthly reports on customer inquiries, feedback and resolutions
• Provide feedback to management on customer pain points and service improvement areas
• Compliance & Quality Assurance
• Adhere to company policies, industry regulations, and data protection guidelines
• Follow standard operating procedures (SOPs) for handling customer interactions
• Ensure high-quality service delivery and meet key performance indicators (KPIs)
• Collaboration & Continuous Improvement
• Work closely with other departments to resolve customer issues
• Participate in training programs and team meetings to enhance service delivery
• Contribute to process improvements and suggest innovative solutions

DESIRED SKILLS AND QUALIFICATIONS

• Diploma/Degree in Business, Communication, Customer Service, or a related field
• Previous experience in a contact center or customer service role is an advantage
• Strong communication and interpersonal skills
• Problem-solving and critical thinking abilities
• Ability to multitask and work under pressure
• Proficiency in CRM software and Microsoft Office Suite
• Fluency in English/Swahili or other relevant languages 
• At least 1 years’ work experience in Customer Service Management in a financial services environment