Job Detail

Job Description

Job Summary
Reporting to the Channels Experience-Team Leader, the job holder will be based in our 24/7 Contact Centre providing 1st and 2nd line support to members resolving their queries, processing transactions as well as cross selling and upselling through our digital channels.

Key Tasks and Responsibilities

• Handle customer enquiries and concerns through the various channels available at the Contact Centre.  
• Obtain information necessary to respond appropriately to member requests or route interactions.
• Identify and escalate/route complex member issues to the appropriate person/department for
• resolution as per the escalation matrix. 
• Collaborate with other departments to troubleshoot and resolve customer complaints gathering/
• communicating insights to be incorporated in process improvement.
• Receive and process members financial transactions as per procedure.
• Update member information and onboard members onto the digital platforms
• Document all interactions according to the standard operating procedures. 
• Make outgoing calls to the society’s existing and potential customers and track details of the
• interaction as prescribed in the campaign. 
• Build value demand by educating members about available services, products, or benefits to sell, cross sell and upsell.
• Any other duties as shall be assigned from time to time.

• Diploma/Degree in Business administration, Education, Public Relations, Communications, or a related field.
• At least 1-year work experience in a contact center environment, preferably in Financial Services Industry.
• Excellent command of written and spoken English and Swahili.
• Experience manning multiple queues.
• Experiencing using Customer Relationship Management Tools
• Knowledge of KYC/AML and Data Privacy
• Knowledge of customer service principles and practices. 
• Excellent data entry and typing skills.
• A proven track record in execution of outbound campaigns will be an added advantage.

• Transactional Customer Satisfaction Index.
• Number of resolved client queries at first contact.
• Service Quality Assurance Score.
• Adherence to Service Level Agreements.
• Campaign reach rate.