Contact Centre Consultant

JOB PURPOSE

To promptly and attentively receive or initiate Customer interactions (including and not limited to inbound phone, e-mail, calls, social media, chatbot and Web chat) in a way that assures the Customer of the Banks commitment to their feedback resulting in confidence and assurance in the Customer that we will act (if the issue needs escalation) or resolve immediately (if possible).

KEY RESPONSIBILITIES:

• 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)
• 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.
• Ensure that all customer queries, problems and complaints are fully resolved within the team as a ‘One Stop Shop’ service.
• Actively present the customer expectations throughout the organization, highlighting trends, suggesting and implementing improvements and sharing knowledge and experiences with colleagues.
• Use sound judgment and take decisions that will meet customer expectations while striving to achieve win/win outcome for the Customer and the Bank.
• Ensure complete and effective resolution of customer’s immediate queries or concerns at first point of contact.
• 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.
• Strive to continually improve personal performance to achieve individual, team and departmental SLA’s and KPI’s.
• 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.

DAILY RESPONSIBILITIES: NOT MORE THAN 7 OF THE MOST TYPICAL

• Receiving and responding to customer queries through direct calls, Emails, social media, SMS and any other available modes of communication, taking appropriate action to record all customer interactions in ECRM and ensuring that the issues are followed up and resolved to completion within agreed TAT.
• Making productive customer engagements to enhance customer relationships such as welcome calls to new customers, service satisfaction call backs on ATM cards/cheque books, overdrawn account, inactive mobi accounts, deposit mobilisation, loan recovery calls and other activities as assigned by the supervisor.
• 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 and monitor VRM transaction alerts on an hourly basis.
• Monitoring compliance to service level agreements in ECRM between the different departments of the bank and reporting non-compliance to the team leader.
• Proposing and implementing workflows and productivity improvements as need arises.
• Adhering to assigned schedules.

Kindly attach copies of your CV and academic documents