Officer - Finserve Contact Centre at Equity Bank Kenya

Role summary

The Officer will act as a liaison between the clients and Finserve. As a CX Agent, you will provide service information, answer questions, and resolve any emerging problems that our customers might face with accuracy and efficiency. You will escalate dificult situations to your supervisor to support resolution.

Additionally, Officers may be responsible for making outbound sales calls and information gathering surveys from time to time.

Specific responsibilities:

• Receive and handle inbound phone calls, social media queries and service emails
• Being the first point of contact for customers escalating any issues that cannot be solved by the knowledge base to the relevant persons and departments.
• Building sustainable trust and relationship with customers with open and interactive communication.
• Identifying and assess customer’s needs to achieve client satisfaction and retention.
• Providing accurate information to customers by using the right language, methods, and tools.
• Researching examples of good practice from elsewhere and use them to help continually improve our approach and achieve recognition as an organization that truly engages with its community on their journey.
• Upsell and Cross sell Finserve’s products and services during inbound customer interactions.
• Providing customers with Finserve’s service and product information through outbound sales activities which are attached to a revenue and business growth KPI.
• Recording all customer interactions on the Customer Relationship Management (CRM) tool.
• Routing inbound Switchboard calls to the appropriate Business Units.
• Recognize, document, and escalate key customer experience concerns to the Service Manager.
• Walking the extra mile to engage with our customers.
• Other duties as may be assigned.

Desired Knowledge, Skills and Attributes: 

• Be enthusiastic, friendly, honest, passionate, calm, approachable and humble always.
• Being an optimistic team player who displays a sense of belonging and ownership
• Excellent interpersonal communication (both oral and written) skills and good knowledge of our national languages.
• Empathy and good judgment: in a position to shape conversations through engagement and respond with understanding and positivity.
• Dynamic: willing to respond and handle issues as they arise and should be able to deal with problems appropriately.
• Strong negotiation, excellent conflict management, and problem-solving skills: able to convey sensitive issues and respond to customers concerns in a way that resolves the issue at hand to the customers’ satisfaction.
• Proficiency in MS Office
• Ability to multi-task, prioritize, and manage time effectively.
• Understanding of data privacy and confidentiality
• Reporting and analytical skills

Teamwork:

• Participate in training.
• Develop and maintain strong relationship with staff within the department and other Support teams.
• Support and ensure delivery of best-in-class customer experience to new and existing Finserve’s customers.

Qualifications and Experience

• Bachelor’s degree in social sciences/ Business/ Arts/Communication or any other related field from a recognized university or College.
• Previous experience in a Contact Centre environment.
• Flexible to workday and night shift hours (24/7).
• Knowledge of sales and telemarketing is an added advantage.
• Prior experience in Customer Service is an added advantage.
• Is tech savvy and up to date on social and digital trends.
• Instinctive recognition of up & cross sell opportunities