Summary
Date Posted: Tuesday, November 15, 2022 , Base Salary: Not Disclosed

JOB DETAILS:

Key Responsibilities
• Customer Feedback/Complaints Management monitoring and tracking to check adherence to service standards and compliance to the Consumer Protection Policy.
• Create and implement feedback systems to check on service quality.
• Take charge of scripting and conducting surveys through the various channels available in the Bank, including telephone calls, online web-based tools, social media, SMSs, amongst others.
• Continuously identify customer pain points and propose processes improvement to improve on ‘first line’ resolution of customer queries.
• Work hand in hand with the Contact Centre Operations team on the contact centre process formulation and improvement.
• Monitor adherence to service standards and business SLAs.
• Monitoring random customer interactions across various channels & rate service quality.
• Compile service performance statistics across various customer touch points and channels.
• Forecasting and analysing data on a daily, weekly, and monthly basis for reporting and decision making.
• Charged with identifying training needs for all customer service touch points.
• Compiling the Quarterly Complaints Report for submission to CBK.
• Liaise with other departments and prepare communication content on product information, updates, and business changes to the Contact Centre & Branch Customer Service teams in a timely manner.
• Any other task as may be assigned by the line Manager.

Job Specification:
• Minimum bachelor’s degree in Business related field from a recognized university.
• Professional qualifications in quality Assurance will be an added advantage.
• Minimum 3 years’ experience in contact centre/customer experience preferably in banking industry
• Good Statistical analysis and reporting skills
• Good Communication and Presentation skills
• Good knowledge of Islamic banking operational process.

Work Hours: 8

Experience in Months: 36

Level of Education: Bachelor Degree

Job application procedure

Please send your CV and cover letter to careers@dibkenya.co.ke  by 19th November 2022, Quoting The role as the Subject of the email application.


All Jobs

QUICK ALERT SUBSCRIPTION