KEY RESPONSIBILITIES:
To be available and responsive in a prompt, friendly, supportive, and timely manner to all customers who contact KCB through any channel (telephone, email, social media, chatbot, or written communication), ensuring a positive experience at every touchpoint.
Provide fast, accurate, and relevant information on all KCB Group products and services, aligning responses with customer feedback to enhance satisfaction and trust.
Ensure full resolution of customer queries, problems, and complaints within the team as a ‘One Stop Shop’ service, minimizing transfers and improving first-contact resolution.
Actively represent customer expectations across the organization by highlighting trends, recommending improvements, and sharing insights that enhance overall customer experience.
Exercise sound judgment in decision-making to meet customer expectations while achieving win-win outcomes for both the customer and the Bank.
Deliver complete and effective resolution at first point of contact, reducing effort for the customer and reinforcing confidence in the Bank’s service standards.
Monitor and review VRM card transaction queues hourly, handle card whitelisting requests on Visa Online (VRM) with proper authentication and accurately capture interactions in the ECRM system to maintain service integrity.
Continuously improve personal performance to meet and exceed individual, team, and departmental SLAs and KPIs, contributing to a culture of service excellence.
Capture and update customer records in CRM for timely follow-up, ensuring continuity and personalized engagement that strengthens customer relationships and retention.
DAILY RESPONSIBILITIES: NOT MORE THAN 7 OF THE MOST TYPICAL
- Receive and respond to customer queries through calls, emails, social media, SMS, and other available communication channels, ensuring all interactions are accurately recorded in ECRM and followed up to resolution within agreed turnaround times (TAT).
- Engage customers proactively to strengthen relationships through activities such as welcome calls to new customers, service satisfaction callbacks on ATM cards/cheque books, addressing overdrawn accounts, reactivating inactive mobile accounts, deposit mobilization, loan recovery calls, and other tasks assigned by the supervisor.
- Handle card whitelisting requests on Visa Online (VRM) after proper customer authentication, accurately capture and update interactions in ECRM, and monitor VRM transaction alerts on an hourly basis to maintain service integrity.
- Monitor compliance with service level agreements (SLAs) in ECRM across different departments and promptly report any non-compliance to the team leader for corrective action.
- Propose and implement workflow and productivity improvements as needed to enhance efficiency and customer experience.
- Adhere to assigned schedules to ensure availability and timely service delivery across all customer touchpoints.
CHALLENGES:
Job-related fatigue and stress due to demanding nature of work as the Contact Centre environment is very system intensive and highly supervised.
MINIMUM POSITION QUALIFICATION REQUIREMENTS
- Academic & Professional
Education Bachelor’s degreeBusiness
RQ
Professional QualificationsCustomer Service ExcellenceAA
Master’s degreeBusinessAA
- Experience
Total Minimum No of Years Experience Required
1 YEAR
Skills Required
- Bachelor's degree in Business
- Master's degree in Business
- Professional qualification in Customer Service Excellence
- Minimum 1 year experience in customer service/contact centre or related role
- Experience using ECRM/CRM systems and accurately recording customer interactions
- Experience with Visa Online (VRM) and card whitelisting / transaction monitoring
- Proven ability to meet SLAs and KPIs in a contact centre environment
- Strong multi-channel communication skills (telephone, email, social media, SMS, chatbot)
- Ability to handle complaints, exercise sound judgment, and achieve first-contact resolution
What We Do
KCB Group, is the largest financial services organization in East Africa in terms of asset size. The Group's headquarters are located in Nairobi, Kenya, with subsidiaries in Kenya, Rwanda, Southern Sudan, Tanzania, Uganda and Burundi. In 2015, KCB Group opened a representative office in Ethiopia, expanding the growth of the organization. The Bank is over 124 years old having started in Mombasa in 1896. KCB Group has over 354 branches, 26,394 Agents/POS Merchants and 1,103 ATMs. The bank also offers Mobile Banking though the KCB App, Internet Banking and Diaspora Banking Services platform that can be accessed 24/7 basis. The Bank services over 26.8 million customers across the region. KCB Group is the largest financial services organization in East Africa, with an estimated asset base of approximately Ksh. 1.02 trillion as at the of end H1 2021.
