Deal of the day

Client Service Officer Job in Kenya

Job Purpose: 

  • Capture
    all queries (including verbal, written, telephone, e-mail etc) on the
    bank’s query logging system.

  • When
    directly receiving customer enquiries, attempt to resolve the enquiry at
    the first instance by using the bank’s systems. Only escalate to the
    Client Service Manager when all other efforts have been exhausted
    to resolve the customer’s request.

  • Explain
    to customers on the process flows for all their requests, including
    timelines and requirements expected from the Bank and Client.

  • Explain
    the banks procedures, security requirements (such as the requirement to
    provide sufficient identifying information when carrying out a
    transaction) as well as services to customers.

  • Resolve
    queries – escalate where unable, to resolve to the Client Service Manager.

  • Inform
    customers of the value of using the Customer Feedback system, including
    explaining to customers how the bank uses their feedback to improve
    service.

  • Ensure
    that all geographically assigned clients are maintained, managed and all
    their banking  needs resolved.

  •  

Responsibilities

  • Answering
    and managing incoming calls.

  • Handle
    and resolve Oracle Service cloud emails and Queries

  •  To
    receive, acknowledge and speedily resolve customer service requests as per
    set Service Level Agreements.

  • To
    cross sell and market, the Bank’s products and services to ensure
    increased international banking & remittance customer base and
    increased value per customer.

  •  Reporting
    and giving feedback to branch management on levels of customer
    satisfaction and recurrent issues.

  • Escalating
    issues raised via phone to the relevant teams and support the entire
    branch network on international banking and remittance related queries.

  • Partner
    support through calls and emails.

  • Research
    required information using available resources

  • Capture
    new customer infromation in to the system as well as updating existing
    customer information.

  • Document
    all information according to standard opertaing procedures.

  • To
    ensure that high standards of Customer Service are maintained through out
    service levels.

  • 100%
    compliance to the Bank’s policies and procedures.

Essential Knowledge

  • Should
    have clear verbal and written communication skills.

  • Should
    present great professionalism and organizational skills.

  • Should
    be proficient in data entry and basic computer skills.

 Key Critical Competencies

  • Business
    awareness

  • Strong
    analytical skills and problem solving skills

  • Excellent
    planning skills

  • High
    personal standards and goal oriented

  • Excellent
    interpersonal skills

  • Excellent
    and effective communications skills, both orally and in writing

  • Strong
    coaching skills

  • Strong
    sense of responsibility and urgency.

  • Attention
    to details and ability to identify fraudulent activities.

  • Show
    world class client service skills on phone, email and verbally.

  • Ability
    to work well with minimum supervision.

Qualifications

  • University
    degree in relevant field or equivalent with a minimum of 2 years’
    experience in Customer Service functions.

  • IT
    literacy.

  • Able
    to operate in a performance driven organization.

  • Knowledge
    of Bank’s customer segments, product types, service channels and tariffs. 

  • Should
    be of sound knowledge of global business environment, regulations and
    operations is desirable.

How to Apply

Apply for the
job here

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