Contact Center Representative

JOB PURPOSE:

The purpose of the Contact Centre representative is to offer first line support to our customers through inbound/outbound calls, email and social media interactions. The representative offers 24-hour support on all customer queries, concerns and complaints.

KEY RESPONSIBILITIES AND ACTIVITIES:

Response Management

  • Responding to all customer calls and providing support.
  • Responding to email requests and queries.
  • Managing the banks social media pages
  • Responding to all branches and department request

Customer Service Management

  • Resolving all customer complaints and concerns
  • Escalating and follow-up of customer issues with relevant units and branches.
  • Offering support to all units and branches
  • Welcome calls and health check calls to customers

Revenue Generation

  • PAR collections
  • Account reactivation campaigns
  • Channel usage campaigns
  • Deposit mobilization activities

DECISION MAKING AUTHORITY

  • Customer resolution as per the contact center policy and procedure manual.
  • Customer issue escalation as per the contact center policy and procedure manual.
  • Customer complaints escalation as per contact center policy and procedure manual
  • Customer complaint register as per the CBK complaints guidelines.

ACADEMIC BACKGROUND:

  • General education degree or equivalent.

WORK EXPERIENCE:

  • Experience in customer service environments an asset.
  • Previous Contact Centre experience an asset.
  • Experience in quality assurance for customer service or Contact Centre an asset.
  • Proven interpersonal and communication skills.
  • Knowledge of computer and communication systems.
  • Excellent verbal and written communication skills
  • Ability to learn detailed instructions quickly
  • Superior problem-solving skills
  • Ability to explain detailed instructions articulately and clearly
  • Attention to detail
  • Adaptability & Team work
  • Persuasiveness, negotiation skills
  • Work under pressure
  • Ability to provide an outstanding customer Experience.
  • Multitasking skills.
  • Understanding individual needs of customers.

PROFESSIONAL CERTIFICATION REQUIRED:

N/A