Contact Centre Officer at

3 weeks ago

Nairobi, Nairobi Area, Kenya I&M Bank Full time

I&M Bank is a wholly owned subsidiary of I&M Holdings Limited, a publicly quoted company at the Nairobi Securities Exchange (NSE).

The bank possesses a rich heritage in banking.

JOB PURPOSE
Contact Centre is the Bank's point of contact for handling Inbound and Outbound Calls, Emails and Social Media engagements.

The purpose of this role is to provide 24/7 Banking support to our customers on Voice, Email and Social Media with an objective of ensuring all Queries, Requests and Complaints are handled in a timely manner and in line with the I&M Service Standards resulting in market leading service experiences for all customers interacting with the Bank.

KEY RESPONSIBILITIES/ACCOUNTABILITIES

Inbound Calls handling customer support for Queries, Requests and Complaints channelled through Voice within the defined timelines and in line with the I&M Bank Standards.

Social Media Handling – 24-7 customer support for Queries, Requests and Complaints channelled through the I&M Social Media pages i.e., WhatsApp, Facebook, Twitter, YouTube, Instagram, and LinkedIn within the defined timelines and in line with the I&M Bank Standards.

Social Media Campaign Support – Responding to all engagements arising from the various I&M Digital campaigns within the defined timelines and in line with the I&M Service standards.

Email Handling - Responding to customer emails received from internal stakeholders and public mailboxes within stipulated Turnaround time and in line with I&M Service standards.

Telemarketing and Outbound Campaigns - Handling Telemarketing assignments to create awareness on Bank Offerings and Outbound Campaigns such as Care Calling, Customer Onboarding and Customer Feedback Collection.

Digital Channel Support – Support customers with any queries, requests, or complaints on the Bank's Digital Banking channels i.e., Card and Online Banking (Mobile and Internet Banking) thus driving uptake, usage and digital channel satisfaction.

Reporting and escalating any emerging trends or Customer Feedback emanating from our telephone, social media handles and e-mail engagements.


KEY PERFORMANCE MEASURES
Dropped Contact ratio
Service Level Score
Mystery Shopping Score
Customer Satisfaction Score
Quality Assurance Score
Social Media and Email Handle Time

IMPORTANT RELATIONSHIPS
All Branches and Relationship Units
All Head Office Departments
Customers
Industry Stakeholders – Other Banks, Telcos (Safaricom and Airtel), IPSL (Pesalink)

KEY SKILLS, KNOWLEDGE, EXPERIENCE AND PERSONAL COMPETENCIES
Skills and Competencies

Customer Centric
Excellent written and oral communication skills.
Strong collaboration skills
Analytical and problem-solving skills
Good interpersonal and rapport building skills.
Strong time management and organizational skills
Risk Intelligence
Self-driven, autonomous and result oriented individual.
Flexible and adaptable working approach,
Emotional Intelligent
Ability to work independently, with minimal supervision.
Experience in Contact Centre or banking industry.

Experience

One-year continuous working at officer level in a customer service setting preferably in a financial institution with familiarity to the Contact Centre operations.


RECOMMENDED MINIMUM QUALIFICATIONS
Education Level

Business related degree holder from a recognized University (Min – 2nd class upper or equivalent).

Professional Qualifications

Banking qualifications desirable

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