SBM Bank Contact Centre Agent - Contact Centre Jobs in Kenya

SBM Bank Contact Centre Agent - Contact Centre Jobs in Kenya

Job Purpose:

Reporting to the Contact Center Lead, the Contact Centre Agent will be called upon to provide first assistance to internal and external clients’ queries, in view of providing excellent customer service as per set internal guidelines and Banking regulations so as to generate positive feedbacks, retain customers and maintain the reputation of the Bank.

Key Responsibilities:

Handling complaints/issues/queries of internal and external customers in order to provide high quality service

Attending to internal and external customers’ mails and chats in order to provide better assistance to their queries

Providing customers with product and service information to meet their requests

Identifying and escalating issues where appropriate to ensure proper service is delivered to the customers

Ensuring the follow up of customers’ queries

Qualifications, Experience & Skills:

Diploma in Communication/Management

At least 1 year of relevant experience

Knowledge of contact center telephony and technology will be an advantage

Fluent in English and French, both verbal and written

Proficient in related computer applications

Ability to work under shift system

Good interpersonal skills

Highly committed towards customer service

Knowledge of customer service principles and practices

Good listening and problem solving skills, focusing on respect and integrity

Ability to handle difficult customers

For more information and application details see;SBM Bank Contact Centre Agent - Contact Centre Jobs in Kenya

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