Customer Service Jobs at Absa Bank Limited, Corporate Staffing, ShopIt Store, Corporate Staffing and Peoplelink Consultants Ltd

JOB DETAILS:
Customer Obsession Culture Manager

Job Summary
1. To drive the adoption and implementation of the bank’s Customer obsession strategy/ initiatives within the country and deliver the group’s customer obsession value
2. This role is responsible for pulling together and reporting all customer experience culture projects and driving continuous improvement of all initiatives that impact on Customer Obsession Culture in Absa Kenya Plc

Job Description
Main Accountabilities and Approximate time split
• Strategy: Time split 20 %
o Advocating for CUSTOMER FIRST in every consideration of business, departmental strategies and service delivery
o Breaking down the service strategy into actionable bits by individual staff and departments
o Identify customer experience innovations and share with leadership for implementation where possible
• People; Time split 60%
o Educating all departments on their role in the Customer Obsession Strategy
o Work closely with PF to encourage a service culture at Absa (The Absa Way)
o Work together with Head Learning & Development (PF) to develop CX training curriculum on Absa e-learning
o Training the frontline staff (Customer Network, Sky Branch, TMU and Contact Center)on the Art of Service Delivery
o Working together with Front line teams to ensure development and implementation of Service Standards together with a CX Checklist
o Educate department heads on creating a positive service environment for staff
o Give feedback to internal customers on issues raised by customers and suggest customer centric ways to handle them
o Work with HODs to ensure that service gaps and pain points raised by Front Line staff addressed conclusively to ensure excellence in service delivery
o Champion a customer centric approach to solutions – not process centric/ bank centric
o Come up with creative training topics to address any service delivery challenges
o Work with department heads to create a Customer Experience Success Plan to ensure accountability and ownership by HODs
o Ensure standardization of activities during CX events e.g. Customer Service Week
o Work with MCR team to ensure customer centricity in communication to customers
Measurements Identify Customer; Time split 20%
• Championing the CX reward and recognition vs consequence management – working closely with People Function (HRBP)
• Implement CX checklists to ensure adherence to service standards
• 100% staff to have completed The Absa Way and Service Standards Training
• Absa internal audit pass by Branches and departments

Technical skills / Competencies
• Strong people management and leadership skills
• Strong stakeholder management skills
• Strong negotiation, influencing and interpersonal skills
• Project/ Process tracking and management
• Essential to be innovative and pro-active
• Results orientation and self-drive
• PC Skills: Microsoft Office & Excel, Power Point expertise

Knowledge, Expertise and Experience
(Relating to specialist knowledge and expertise required to undertake the role. May include knowledge of the Bank’s products, services and policies)
• Good public speaking and training skills
• Good understanding of The Absa Way
• Good understanding of Absa Bank processes.
• Good understanding of products/policies/plans/objectives in order to pro-actively embrace systems/procedure changes within the function.
• Ability to analyse and interpret customer and market trends.
• Will require extensive knowledge of the industry landscape, players in the market, product knowledge, technology advancement etc.
• Will be required to have an understanding of local, as well as statutes that relate to role holders function. The most important of these will be central bank’s guidelines, Absa Group office policies and procedures. Is likely to be personally responsible for compliance within function.
• Good knowledge of Telemarketing Skills.
• A good understanding of the other banking areas such as Bank operating standards, branch operations.

Experience & Qualifications
Essential
• Bachelor’s degree
• Microsoft Office Suite proficiency

Preferred
• Certified Customer Experience Professional

Education
Higher Diplomas: Business, Commerce and Management Studies (Required)


JOB DETAILS:
Customer Service

Job responsibilities
• Serve clients on all modes of engagement i.e messages, calls, social media and face to face.
• Provide accurate, valid and complete information promptly to clients as their guide through the purchasing process.
• Initiate the fulfillment process upon payment and keep clients informed and engaged on the progress of their orders.
• Respond to all requests for quotation sent through all modes of engagement.
• Ensure clients’ issues and complaints are addressed speedly and effectively.
• Handle after sale related queries such as warranty.

Requirements
• Must be willing to work on commission.
• Proficiency in oral AND written English.
• Must be a proficient computer and internet user.
• Must be willing to work six days a week. (Monday – Saturday).


JOB DETAILS:
Customer Service

Job responsibilities
• Serve clients on all modes of engagement i.e messages, calls, social media and face to face.
• Provide accurate, valid and complete information promptly to clients as their guide through the purchasing process.
• Initiate the fulfillment process upon payment and keep clients informed and engaged on the progress of their orders.
• Respond to all requests for quotation sent through all modes of engagement.
• Ensure clients' issues and complaints are addressed speedly and effectively.
• Handle after sale related queries such as warranty.

Requirements
• Must be willing to work on commission.
• Proficiency in oral AND written English.
• Must be a proficient computer and internet user.
• Must be willing to work six days a week. (Monday – Saturday).


JOB DETAILS:
Customer Relations Executive

Duties & Responsibilities
• Research and recommend prospects for new business ideas.
• Build and maintain relationships with clients.
• Booking Appointments for existing and potential clients
• Working towards meeting the Annual sales targets that are set.
• Keeping records of sales to track the performance during the year
• Collect and analyze information by preparing data and sales reports.
• Preparation of reports required for decision-making in terms of forecasting and projection.
• Perform any other duty as assigned by the management.

Education
• Bachelor’s degree in Public Relations/Business Management or any related course.
• Certification in Sales and Marketing will be an added advantage.

Experience
• At least 4 years experience.
• Proven capability to prioritize and manage multiple assignments and meet established deadlines while managing stakeholder expectations.


JOB DETAILS:
Receptionist
Our client, in the business industry is looking for a candidate who is willing to learn and grow to join their team as a RECEPTIONIST.

Duties and Responsibilities:
• Ensuring client enquiries are handled promptly
• Assisting with a variety of administrative tasks including copying, faxing, taking notes, and making travel plans.
• Preparing meeting and training rooms.
• Answering phones in a professional manner, and routing calls as necessary.
• Assisting colleagues with administrative tasks.
• Performing ad-hoc administrative duties.
• Answering, forwarding, and screening phone calls.
• Sorting and distributing mail.
• Resolve customer complaints via phone, email, mail or social media.

Qualifications and Requirements:
• Proven working experience for at least 3 years as a receptionist
• Degree /Higher Diploma/ Diploma from a recognized institution in Front Office Operations, Business Administration
• Competent in MS Suite.
• Above 30years.
• Must-have interpersonal skills; ability to work and communicate effectively with internal and external stakeholders of the business also have excellent organization and time management skills, keen on detail with a high degree of accuracy, outstanding communication skills, ability to listen objectively, ability to work under pressure, flexibility, maintain confidentiality, negotiation skills, and outstanding oral and written communication skill