Vacancies at Springboard Capital Limited

JOB SUMMARY

The job will have responsibility for content, quality, design and style of the Springboard’s website, intranet and social media platforms, to ensure adequate online representation of the Organization, and assure adequate communication and interaction with clients and stakeholders by implementing and monitoring online marketing campaigns, managing digital channels, and analyzing campaign performance. The role will involve content creation, social media management, search engine optimization (SEO), email marketing, and assisting with paid advertising efforts to strengthen the company’s online presence and customer engagement.

RESPONSIBILITIES

• Maintain the Organization’s Internet website, intranet website, and social media sites and ensure website design is appealing in visual appearance and effectively communicates to the Organization’s customers and stakeholders.
• Maintain, convert and optimize published documents for online use and regularly update the website content and social media channels to improve user experience and SEO rankings.
• Monitor and recommend relevant improvements to websites and social media platforms
• Track and analyze web traffic statistics for periodic reporting and review of content effectiveness.
• Assist in planning and executing digital marketing campaigns across various platforms (social media, email, Google Ads, etc. and push online advertising campaigns, including pay-per-click (PPC) and display ads.
• Support in managing company social media accounts (content creation, scheduling, engagement, reporting).
• Creation and distribution of email marketing campaigns.
• Monitor and analyze digital campaign performance using analytics tools (Google Analytics, social media insights).
• Research digital marketing trends, competitors, and customer behaviors.
• Collaborate with design and content teams to create engaging digital content (blogs, videos, graphics).
• Prepare performance reports and provide recommendations for optimization.
• Any other duties as may be assigned.

DESIRED SKILLS AND QUALIFICATIONS:

• Diploma or Bachelor’s degree in Marketing, Business, Product Management, or related field.
• Certifications in Digital Marketing, Content Creation, Graphic Design, or Social Media Management.
• Understanding of digital marketing tools and platforms (e.g., Google Ads, Meta Business Suite, Mailchimp, HubSpot).
• Experience with Content Management Systems (CMS) such as WordPress and basic knowledge of SEO/SEM strategies.
• Familiarity with CRM systems, email marketing, and marketing analytics tools (e.g., Google Analytics, Meta Insights).
• Strong creative and communication skills, with demonstrable experience in social media campaigns, graphic design, and brand storytelling.
• At least 1 year of relevant experience in digital marketing or a marketing support role.

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The Contact Centre Representative is responsible for handling inbound and outbound customer interactions professionally and efficiently This role involves responding to inquiries, resolving complaints, providing information about products and services, and ensuring an excellent customer experience through various communication channels, including phone, email, chat, and social media within SBC

RESPONSIBILITIES:

• Customer Interaction & Support
• Respond to customer inquiries via phone, email, live chat, and social media
• Provide accurate information about the company’s products and services
• Assist customers with transactions, account inquiries, and troubleshooting issues
• Expedite the resolution of customer problems and complaints to maximize satisfaction
• Sales & Retention Support
•  Promote company products/services and identify cross-selling opportunities
• Follow up on customer requests and ensure timely resolution
• Retain customers by providing solutions that meet their needs
• Engaging with customers to build loyalty and customer relationships
• Documentation & Reporting
• Maintain detailed records of customer interactions in the CRM system
• Prepare weekly and monthly reports on customer inquiries, feedback and resolutions
• Provide feedback to management on customer pain points and service improvement areas
• Compliance & Quality Assurance
• Adhere to company policies, industry regulations, and data protection guidelines
• Follow standard operating procedures (SOPs) for handling customer interactions
• Ensure high-quality service delivery and meet key performance indicators (KPIs)
• Collaboration & Continuous Improvement
• Work closely with other departments to resolve customer issues
• Participate in training programs and team meetings to enhance service delivery
• Contribute to process improvements and suggest innovative solutions

DESIRED SKILLS AND QUALIFICATIONS

• Diploma/Degree in Business, Communication, Customer Service, or a related field
• Previous experience in a contact center or customer service role is an advantage
• Strong communication and interpersonal skills
• Problem-solving and critical thinking abilities
• Ability to multitask and work under pressure
• Proficiency in CRM software and Microsoft Office Suite
• Fluency in English/Swahili or other relevant languages 
• At least 1 years’ work experience in Customer Service Management in a financial services environment