KEY RESPONSIBILITIES:

1. To be available and able to respond in a prompt, friendly, supportive helpful and timely manner to all customers who contact KCB (via telephone, email, social media, chatbot, or written communication, etc)


2. Provide customers with fast, accurate, relevant and useful information regarding all aspects of the KCB Group Products and Services in line with the Customers feedback.


3. Ensure that all customer queries, problems and complaints are fully resolved within the team as a ‘One Stop Shop’ service.


4. Actively present the customer expectations throughout the organization, highlighting trends, suggesting and implementing improvements and sharing knowledge and experiences with colleagues.


5. Use sound judgment and take decisions that will meet customer expectations while striving to achieve win/win outcome for the Customer and the Bank.


6. Ensure complete and effective resolution of customer’s immediate queries or concerns at first point of contact.


7. To monitor and review VRM card transaction queues on an hourly basis and handle all customer requests that need card whitelisting on Visa Online (VRM) upon proper customer authentication, capture and update customer interactions accurately in ECRM system.


8. Strive to continually improve personal performance to achieve individual, team and departmental SLA’s and KPI’s.


9. Ensure complete and effective resolution of customers’ immediate queries or concerns at first point of contact (FCR), capture and update customer records in CRM and use it for timely follow up.

       MINIMUM POSITION QUALIFICATION REQUIREMENTS

       Academic & Professional

1. Bachelor’s degree in business is required.


2. Professional Qualifications Customer Service Excellence


3. One year Experience

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