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    Officer, Customer Experience Executive at - Nairobi, Kenya - SBM Bank

    SBM Bank
    SBM Bank Nairobi, Kenya

    1 week ago

    Default job background
    Full time
    Description

    SBM Bank Kenya is a leading and trusted financial institution with an international footprint, headquartered in Mauritius and positioned to offer an unprecedented banking experience in Kenya to niche Retail, SME and corporate clients.


    JOB SUMMARY:


    The purpose of the Officer, Customer Experience role is to handle first line SBM Bank services including, answer inbound phone calls, emails, live chat, WhatsApp, social media, and any other interactions, with effective customer service, utmost level of consistency and quality to all customers.


    KEY RESPONSIBILITIES:
    Customer Care - 65%

    To respond in a friendly, supportive helpful and timely manner to all customers who contact SBM Contact Centre via telephone, email, social media, SMS or any other communication channel that is set-up at the Contact Centre.

    Provide customers with accurate, relevant, and useful information regarding all aspects of the SBM Bank Products and Services, exceed SBM Bank customers' expectations by dealing with their queries, concerns and complaints in a friendly, facilitative and flexible manner.

    Ensure that all customer queries, enquiries and complaints are fully resolved on a 'One Stop Shop' basis.
    Proactively manage all customer interactions and ensure that service levels are achieved.
    Maintain high level of product knowledge sufficient for issue resolution, retention and customer education.

    Ensure the complete and effective resolution of customer's immediate queries or concerns at first point of contact – First Contact Resolution (FCR) and minimize repeat callers.

    To ensure that issues escalated arising from customer queries are resolved within 24 hours to maintain customer satisfaction & loyalty.

    Tracking of generated sales leads and ensuring completion for an enriched customer relationship.
    Attend QA sessions and take corrective action highlighted by QA analyst.
    Actively represent the customer throughout the organization, highlighting trends, suggesting, and implementing improvements and feeding back to colleagues
    Use sound judgment and take decisions that will maximize customer satisfaction.
    Update all customer interactions on CRM and follow up for closure within SLAs.
    To identify customer needs effectively and partake in cross-selling and upselling of products initiatives.
    To help identify service gaps and give feedback on necessary corrective measures.
    Effective time and stress management of self during shift.

    Business Process - 10%

    Identify opportunities to push the Bank's products and services by customarily requesting inward customers for stretched business and referrals, to aid in the proceeding with business growth of the Bank.

    Continuously explore ways to improve the efficiency and effectiveness of service to enhance customer satisfaction and loyalty.
    Ensure accessibility and adherence to shift management and break scheduling.
    Actively participate in weekly coaching sessions and implement corrective actions identified by QA analyst.

    Audit and Compliance - 10%

    To ensure compliance of Customer Experience Policy, Customer Service Standards, Contact Centre Operations, all bank processes and procedures by self and team – including Prudential Guidelines, RCSA findings, Internal Audit recommendations; provide constant education and escalation as required.

    Comply with respective KYC, KYP and KYT procedures and be alert at all times to unusual or possibly suspicious activity, and report to the Manager.

    Personal Development - 15%

    Strives to continually improve personal performance in order to achieve team and departmental SLA's and KPI's.
    Takes responsibility for continuous self-development and own learning.
    Works as part of a team and supports colleagues.


    KEY RELATIONSHIPS:
    Customers of this Position

    External Customers
    All departments of the bank


    KEY KNOWLEDGE AND COMPETENCIES:
    Knowledge, Skills, and Experience Required for this Role

    Bachelor's degree in any discipline with a minimum of second-class honors upper division or equivalent.
    Minimum B- in KCSE or equivalent.
    Good Communication Skills (written and verbal).
    Minimum 1 year working within a customer service environment.
    Customer service management processes and procedures.
    MS proficiency – Excel, PowerPoint, word etc.

    Competencies Required for this Role

    Delivering results and meeting customer expectations
    Relating and networking
    Working with people
    Achieving personal work goals and objectives
    Adhering to principles and values
    Persuading and influencing
    Presenting and communicating information
    Following Instructions and Procedures
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