Relationship Officer Contact Center at Equity Bank Kenya

Description
 
Equity Bank is one of the region’s leading banks whose purpose is to transform the lives and livelihoods of the people of Africa socially and economically by availing them modern and inclusive financial services that maximize their opportunities. With a strong footprint in Kenya, Uganda, Tanzania, Rwanda, South Sudan and DRC Congo, Equity Bank is now home to over 12 million customers - the largest customer base in Africa. Currently the Bank is seeking additional talent to serve in the role outlined below.

 
Qualifications
 
Job Purpose

• Acts as the first contact, provides product and services information and resolves with accuracy and efficiency any issues that our customers may face during interactions with the bank. 

Job Responsibilities/ Accountabilities:

• 24/7 Customer Support.
• Handling social media, digital communications, branch support and Contact Centre operations.
• Identify and assess customer’s needs to achieve and retain satisfaction. 
• Escalating to the relevant persons/departments any issues that cannot be solved by the knowledge base.
• Build sustainable trust and relationships with customers with open and interactive communication.
• Provide accurate complete and right information to customers by using the right language, methods and tools.

Knowledge, skills and abilities requirements

• Excellent communication skills and customer-centric vocal tonality.
• Flexible to work day and night shift hours (24/7).
• Tech savvy and up to date on social and digital trends.
• Interpersonal ability to carry and encourage conversations on the brand.
• Strong negotiation skills and excellent conflict management skills.
• Instinctive recognition of up & cross sell opportunities. 
• Ability to maintain a positive attitude, enthusiasm, empathy and good judgment.
• Proficient Computer Knowledge.

Qualifications:

• Minimum C+ O Levels.
• Relevant Degree (Social sciences/ Business/ Arts/Communication).
• Excellent command of the National languages.