Contact Centre Officer

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 - 24-7 customer support for Queries, Requests and Complaints channeled 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
• All 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 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