Senior Officer - Finserve Contact Centre at Equity Bank Kenya

Role summary

A Senior Officer will act as a liaison between the clients and Finserve. As a Contact Center officer, you will provide service information, answer questions, and resolve any emerging problems that our customers might face with accuracy and efficiency. Additionally, Senior officers are responsible for making outbound sales calls and information gathering surveys.

Specific responsibilities:

• Handle inbound customer complaints and ensure that queries and issues are answered and resolved promptly through all dedicated channels (Talk, Email, API, Web Forms, Messaging, & social media)
• Track and maintain customer interactions, comments, and complaints.
• Highlight customer issues that require escalation.
• Demonstrate a passion for service and always deliver remarkable omni-channel support.
• Embody positivity and a solution-oriented approach towards customers.
• Achieve customer experience KPIs – SLAs, CSAT, FCR, TAT etc. 
• Strong communication and writing/typing skills.
• Respond to incoming calls from customers and answer customers’ questions and inquiries.
• Troubleshoot and provide alternative solutions to clients.
• Purpose to offer first call resolution to customers via all channels.
• Make outbound calls to clients to promote various services/products.
• Cross-sell and upsell the mobile money products/services to existing and potential clients.
• Maintain strict confidentiality of client information and records without exception.
• Attends all staff meetings and training as directed by supervisor.
• Follow up with callers to ensure that they are satisfied with the resolutions to their issues.
• Oversee and manage a team of officers under them in the department.
• Other duties as may be assigned.

Qualifications

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

Team work:

• 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 esperience 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 work day 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