Officer, Customer Care Centre

6 days ago

Nairobi, Nairobi Area, Kenya Standard Bank Group Full time $40,000 - $60,000 per year

Company Description
Standard Bank Group is a leading Africa-focused financial services group, and an innovative player on the global stage, that offers a variety of career-enhancing opportunities – plus the chance to work alongside some of the sector's most talented, motivated professionals. Our clients range from individuals, to businesses of all sizes, high net worth families and large multinational corporates and institutions. We're passionate about creating growth in Africa. Bringing true, meaningful value to our clients and the communities we serve and creating a real sense of purpose for you.

Job Description
To resolve basic and investigative client queries and complaints (Both at Level 1 & at Level 2) within agreed service levels and client experience requirements across Email & Social Media functions in Voice Branch

Qualifications
Type of Qualification
: First degree

Experience Required
3 years

  • Experience within a contact centre environment.
  • Experience of the bank's products, processes and systems.

Additional Information

Behavioural Competencies:

  • Adopting Practical Approaches
  • Articulating Information
  • Challenging Ideas
  • Exploring Possibilities
  • Following Procedures
  • Making Decisions
  • Meeting Timescales
  • Producing Output

Technical Competencies:

  • Email Management Software Proficiency
  • Communication Tools
  • Effective Communication
  • Basic Computer Troubleshooting
  • Problem-Solving
  • Organization and Time Management
  • Customer Service Orientation
  • CRM System Knowledge

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