Contact Centre Representative,Front Office-Commercial Bank of Africa

Job purpose statement

• Promptly attend to all customer requests,enquiries complaints,and efficiently manage them with CRM within timely resolutions.

Key Responsibilities

• Attending to inbound calls(70%)

• Chat and social media interactions(10%)

• Escalation and Re-Assigning of cases that require investigate on to Back Office.(15%)

• Adequacy of personal competence to effectively perform tasks of Contact Centre representative.(2.5%)

• Consistency in adherence to and application of established policies processes and tools to achieve optimal efficiency, compliance and cost containment.(2.5%)

COMPETENCE REQUIREMENTS

• Interpersonal skills to effectively communicate with and manage customer expectations(internal and external), and other stakeholders who impact performance.Technical skills to effectively perform Contact Centre activities/tasks in a manner that consistently produce high quality of service.

• Knowledge of all products and services to aid in cross selling and customer enquiry support.Knowledge and effective application of all relevant banking policies, processes,procedures and guidelines to consistently achieve required compliance standards or benchmarks.Self-empowerment to enable development of open communication, teamwork and trustthat are needed to support performance and customer-service oriented culture.

QUALIFICATIONS AND EXPERIENCE REQUIREMENTS

• University degree–Upper Second Honor's or GPA 3.0.
•  Two years’ experience in banking operations.
• Interaction with CRM is an added advantage.
• Practical experience in use of relevant MS Office applications

To apply follow this link  www.cbagroup.com/ke/index.php/Careers