Summary
Date Posted: Saturday, December 04, 2021 , Base Salary: Not Disclosed

JOB DETAILS:

Job Summary
To provide a link between customers and the bank while providing a while wow experience.

Key responsibilities
• Answer calls and respond to emails. This also entails routing calls to the appropriate team members to ensure speedy resolution of issues.
• Manage and resolve or escalate customer complaints
• Document all call information according to standard operating procedures
• Complete call logs & Produce Call reports
• Track, analyze and report on team on-time, call patterns, backlog and volume.
• Monitor the CRM system and CTI system for possible down-time
• Analyze, investigate and follow up on customer complaints/issues to full closure
• Prepare complaints analysis reports, root cause analysis reports and daily outstanding issues
• reports and analyze system statistics per agent and team and instill remedial action
• Manage sales leads from Contact Center and share them with the business department for conversion
• To drive the customer satisfaction agenda in the bank through branch visits and scheduled
• Customer Service Trainings.
• Promote a customer centric culture in the bank.
• Ensuring that the banks Customer Service procedures are communicated to all staff and
• implemented
• Tracking of the complaint resolution system, following up to ensure complaints are adequately
• resolved within agreed turnaround times.
• Measuring and monitoring customer service standards via customer feedback surveys, branch visits and audits, mystery shopping among other methods;
• Providing support to business in addressing and closing identified gaps and ensuring the same are adequately followed through and resolved.
• Championing service campaigns with the support of customer experience partners to enhance customer loyalty and embed service culture across the business.
• Sharing best practices, nuggets and other relevant material with the business to drive the right service behavior.
• Ensure Branches comply with the Customer Onboarding Process and prepare the Customer On-
• boarding dashboards for the branches.
• Handle and respond to customer queries on WhatsApp
• Monthly compilation of branches complaints and submission to the relevant department for onward transmission to the regulator
• Bankwide internal mystery shopping
• Ensure that all team members in the bank are trained and conversant with the FCB Customer Service Standards
• Drive the Customer Satisfaction Agenda in the bank to achieve a Customer Satisfaction Index of 75%
• Branch visits to drive the Customer satisfaction Agenda
• Assist in the bank’s marketing activities
• Support the social media & marketing officer to ensure queries raised on our social media platforms are handled efficiently and effectively.
• Support the branches in the bank’s marketing initiatives.

Requirements:
• Hold a Bachelor’s Degree in Business Administration, Marketing, Public Relations or related field.
• Professional banking qualifications a plus. Call Center with proven result oriented track record.
• Have strong customer service orientation/experience.
• Experience in banking a plus but not mandatory.

Competencies & Attributes
• Personality: A go-getter, enthusiastic, results oriented with excellent communication and social skills. A forward planner with clear focus, mature, reliable, hardworking and able to work without supervision.
• Sound knowledge of the Bank’s products and services; CBK Prudential Guidelines.
• Job skills:
• Customer Focus
• Customer Service oriented
• Keen on process Improvement
• Problem Solving skills are key
• People Skills
• Teamwork
• Team player
• Verbal and written communication skills
• Listening skills
• Computer skills and familiar with call center technology.
• Honest and with high integrity.

Remuneration
A package commensurate to the posts shall be discussed and agreed with the successful candidates.

Work Hours: 8

Experience in Months: 24

Level of Education: Bachelor Degree

Job application procedure

If you are up to the challenge, possess the necessary qualification and experience, please send you CV only
quoting the job title on the email subject to hr@fcb.co.ke by 08th December 2021.

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