Job Openings at Cytonn Investments

Reporting to the call center supervisor, the call centre representative will be tasked with managing incoming calls from clients, troubleshooting problems, providing information and maintaining logs in the database.

RESPONSIBILITIES

1. To offer high quality customer experience to all customers
2. To manage and resolve customer concerns and queries
3. To identify and escalate priority issues and where necessary, follow up customer concerns
4. To document all customer interaction information according to standard operating procedures
5. To ensure accurate and timely filing of all presented customer documentation
6. To maintain and improve quality results by adhering to standards and guidelines
7. Any other duties as shall be assigned from time to time

REQUIREMENTS

1. Diploma in any business related field
2. Excellent written and verbal communication skills
3. A team player with strong work ethic
4. Great service attitude towards customer satisfaction
5. Demonstrate the ability to handle pressure and performs duties well to completion
6. Ability to learn quickly and manage workload in a demanding environment
7. Prior experience as a call centre representative will be an added advantage

LEARNING OPPORTUNITIES

Gives you the unique opportunity to learn and lead a team in a fast paced investment management environment with a young, dynamic and creative workforce who have a global business exposure.

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The Call Centre Supervisor will be tasked with managing and building strong client relationship management and integration with other business unit leads across the company for efficient services delivery to clients. This position will also be responsible for overall day-to-day management of Call Centre Team while closely collaborating on a day to day with all aspects of the business. 

RESPONSIBILITIES

1. Take ownership of clients issues and follow the issues through to timely resolution
2. Develop Call Centre procedures, policies and standards to be adhered to by call centre team
3. Ensure all clients’ calls and queries are addressed within the Service level Agreement (SLA) time.
4. Implement client’s calls ticketing system and ensure closure of all tickets within the SLA time.
5. Provide update and daily report to client matters committee on levels of customer satisfaction and recurrent issues.
6. Interact with clients and build relationships with them while ensuring their needs are being met.
7. Ensure that high standards of Client Service are maintained throughout service levels
8. Oversee a team of call centre assistants and ensure they are providing an exceptional client experience
9. Mastermind creative ways to deliver an exceptional client experience
10. Develop and oversee the implementation of call centre services protocols.
11. Resolve complex client problems or disputes in a professional manner
12. Coach and support team members in meeting departmental goals.
13. Review client’s complaints and resolution
14. Any other duties as shall be assigned from time to time

REQUIREMENTS

1. Business awareness
2. Strong analytical skills and problem solving skills
3. Excellent planning skills
4. High personal standards and goal oriented
5. Excellent interpersonal skills
6. Excellent and effective communications skills, both orally and in writing
7. Strong coaching skills
8. Strong sense of responsibility and urgency.
9. Ability to work well with minimum supervision.
10. Show world class client service skills on phone, email and verbally.
11. Strong leadership and mentorship skills
12. At least 2 years experience in a call center, preferably with a 1 year experience in a supervisory capacity
13. Must have achieved at least a B+ or equivalent in high school
14. An undergraduate degree with a minimum 2nd Class, Upper Division

LEARNING OPPORTUNITIES

Company operations and products and services, Clients services and management

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The firm is looking for dynamic & hard working individuals with strong leadership & entrepreneurial skills to join as Digital Marketing Interns. The interns will participate in development & implementation of digital marketing strategies in the firm, using modern tools and techniques. The overall objective is to build a strong online presence for the brand, acquire customers and generate revenue. Successful and highly productive interns will get the opportunity to participate in both a strong incentive structure and a clear path to a fulfilling career in Digital Marketing.

RESPONSIBILITIES

1. Research and develop skills in digital marketing & strategies optimization with a Cytonn centric approach.
2. Develop digital marketing strategy, gather requirements, create requirements document and launch campaigns.
3. Monitor & analyse data from online programs to optimize strategies through the customer lifecycle.
4. Work across teams to create appealing and effective campaigns, communicating effective marketing concepts through articulate copy, design and metrics.
5. Manage and execute various tests and campaigns via marketing tools across digital.
6. Liaise with digital agencies and other related digital material vendors.
7. Collaborate with internal teams to create content for digital platforms.
8. Develop content strategies - video scrips, blog content, social media content and campaigns content & execute.
9. Manage the firm’s social media platforms.
10. Any other duties as may be assigned from time to time

REQUIREMENTS

1. Knowledge of consumer marketing with a focus on developing/optimizing digital marketing programs & strategies.
2. Knowledge of a range of marketing channels, including mobile, online and direct marketing.
3. Knowledge of split testing methodologies in marketing with excellent reporting capabilities.
4. Ability to research best practices, report on competitive activities, deliver strategic recommendations and implement appropriately.
5. A highly self-driven individual with creative thinking skills and high energy.
6. Sound familiarity with audio recording, videotaping, editing and digitizing raw footage.
7. Proficiency with analogue & digital editing systems and general production.
8. Outstanding capabilities on working on multiple assignments simultaneously.
9. Demonstrate leadership qualities and be committed to succeeding in a team context.
10. Demonstrate passion for social media usage, management and learning.
11. Proven verbal, written and presentation communication skills.
12. Basic knowledge of HTML and web editing is a plus.
13. KCSE grade B+ and above.
14. Graduated or will graduate with at least a second class upper honours from university.