Customer Service Supervisor at Equity Bank Kenya

Description

In line with enhancing career progression of staff and to support business growth, we seek to recruit a qualified, experienced, self-driven, highly motivated and passionate candidate to fill the above position in Customer Service Department.

Reporting to the Business Growth and Development Manager, the ideal candidate will be tasked with coordinating quality of service at branch thus ensuring exceptional customer experience alongside the following duties:

•     Floor Management by ensuring customers visiting the unit are engaged and directed accordingly
•     Promptly analyzing and resolving feedback and/or complaints raised by customers through various channels and implementing solutions
•     Reviewing service levels at various workstations and discussing improvements with the teams
•     Ensuring adherence of set SLA’s at all service points
•     Ensuring brand, ambience and corporate image conforms to the set standards
•     Resolving assigned issues in the Service Cloud
•     Conducting soft skills training in the business units
•     Coordinating Customer Service days
•     Marketing and cross-selling bank products out of customer interaction

Qualifications

•   Bachelor’s Degree from a recognized university or College
•     Minimum of C+ in K.C.S.E
•     Minimum of 3 years’ experience at the branch having worked in various workstations
•     Acted in the Customer Service role for at least 6 months
•     Computer Literacy
•     Ability to make presentations and carry out training

Desired Knowledge, Skills and Attributes:

• Be confident and firm and possess ability to identify solutions and make decisions
• Ability to influence other team members positively
• Be attentive to customers and warm and approachable
• Have excellent communication skills, both written and verbal
•  Passion to improve customer experience in the Bank