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Resource Mobilization
6 days ago
Starehe Girls' Centre And School Nairobi, Kenya Full timeStarehe Girls Centre is a National boarding school that offers secondary education to financially disadvantaged girls from all Counties of Kenya. The school was founded in January 2005 as a charitable institution. It emulates the spirit of the much renowned Starehe Boys' Centre. ...
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Finance/Accounts Officer at
1 day ago
Nairobi Centre for International Arbitration Nairobi, Kenya Full timeThe Nairobi Centre for International Arbitration (NCIA) was established in 2013 by an Act of Parliament the Nairobi Centre for International Arbitration Act No. 26 of 2013 as a Centre for promotion of international commercial arbitration and other alternative forms of dispute res ...
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Senior Capacity Building Officer at
1 day ago
Nairobi Centre for International Arbitration Nairobi, Kenya Full timeThe Nairobi Centre for International Arbitration (NCIA) was established in 2013 by an Act of Parliament the Nairobi Centre for International Arbitration Act No. 26 of 2013 as a Centre for promotion of international commercial arbitration and other alternative forms of dispute res ...
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Case Counsel at
2 days ago
Nairobi Centre for International Arbitration Nairobi, Kenya Full timeThe Nairobi Centre for International Arbitration (NCIA) was established in 2013 by an Act of Parliament the Nairobi Centre for International Arbitration Act No. 26 of 2013 as a Centre for promotion of international commercial arbitration and other alternative forms of dispute res ...
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Centre Manager at
6 days ago
Bliss Healthcare Nairobi, Kenya Full timeBliss Medical Centre is a leading provider of medical services in East Africa, providing accessible, affordable and quality healthcare services. We are the fastest growing chain of modern outpatient medical services with over 80+ Medical Centres. Our driving force is the desire t ...
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General Manager Quality
4 days ago
Bliss Healthcare Nairobi, Kenya Full timeBliss Medical Centre is a leading provider of medical services in East Africa, providing accessible, affordable and quality healthcare services. We are the fastest growing chain of modern outpatient medical services with over 80+ Medical Centres · Responsibilities · Measurable De ...
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Centre Manager
6 days ago
Bliss Healthcare Nairobi, Kenya Full timeABOUT THE COMPANY · Bliss Healthcare is a leading integrated healthcare network in Kenya providing complete outpatient services. We take pride in providing efficient, accessible, quality and affordable healthcare services, across 37 counties in Kenya's Urban and Rural Communities ...
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Quality Manager-Clinical at
4 days ago
Bliss Healthcare Nairobi, Kenya Full timeBliss Medical Centre is a leading provider of medical services in East Africa, providing accessible, affordable and quality healthcare services. We are the fastest growing chain of modern outpatient medical services with over 80+ Medical Centres · Responsibilities · Measurable De ...
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Marketing officer at
4 days ago
Celestial Dental Center Nairobi, Kenya Full timeCelestial Dental Centre is the best dental clinic in Nairobi and ranks amongst the leading dental care providers in the world. The Centre prides itself for having the best dentists in Nairobi who are well positioned to solve dental problems of our patients. · Role: · The marketin ...
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Manager, People and Organisation Development
6 days ago
icipe - African Insect Science for Food and Health Nairobi, Kenya Full timeHeadquartered in Nairobi, Kenya, icipe was established in 1970, to address this very paradox of insects and accompanying challenges. · Overall purpose of the job · The Manager, People and Organisation Development (MPOD) reports to the Director of Finance and Administration (DFA). ...
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Centre Manager- Rongai
6 days ago
Bliss Healthcare Nairobi, Kenya Full timeABOUT THE COMPANY · Bliss Healthcare is a leading integrated healthcare network in Kenya providing complete outpatient services. We take pride in providing efficient, accessible, quality and affordable healthcare services, across 37 counties in Kenya's Urban and Rural Communities ...
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Community Sales Manager at
1 day ago
Regus Nairobi, Kenya Full timeRegus is the world's largest provider of flexible workspace solutions, with customers including some of the most successful entrepreneurs, individuals and multi-billion dollar corporations. Our network includes almost 3000 business centres, spanning almost 900 cities across 120 c ...
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Facility Administrator
1 day ago
Equity Afia Nairobi, Kenya Full timeABOUT THE COMPANY · We are a network of franchised medical out patient centres run by qualified and experienced doctors who have come together to provide high quality, affordable and accessible healthcare to most Kenyans. · JOB SUMMARY · Qualifications/Requirements · • Diploma or ...
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Community Sales Manager at
15 hours ago
Regus Nairobi, Kenya Full timeRegus is the world's largest provider of flexible workspace solutions, with customers including some of the most successful entrepreneurs, individuals and multi-billion dollar corporations. Our network includes almost 3000 business centres, spanning almost 900 cities across 120 c ...
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Power Systems Specialist
2 days ago
KCB Bank Kenya Nairobi, Kenya Full timeKEY RESPONSIBILITIES · 24/7 Attendance to breakdown and resolution in the Gigiri data center. · Evaluate environmental management system and power systemsups equipment daily logs and ensure closure of identified issues. · Effectively managing and documenting scheduled preventativ ...
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Territory Sales Lead-Kapsabet, Eldoret at
4 days ago
Bliss Healthcare Nairobi, Kenya Full timeBliss Medical Centre is a leading provider of medical services in East Africa, providing accessible, affordable and quality healthcare services. We are the fastest growing chain of modern outpatient medical services with over 80+ Medical Centres · Summary · We are currently hirin ...
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The Organic Farmer Magazine
3 days ago
Biovision Africa Trust (BvAT) Nairobi, Kenya Full timeBiovision Africa Trust (BvAT) is a not-for-profit organization established in Kenya in 2009 by the Biovision Foundation for ecological development in Switzerland and supported by the International Centre of Insect Physiology and Ecology (ICIPE) in Nairobi. · Summary · Biovision A ...
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Regional Risk Manager – East
6 days ago
CTG Global Nairobi, Kenya Full timeCTG support and manage humanitarian projects in fragile and conflict-affected countries around the world. With past performance in 15 countries - from the Middle East, Africa, Europe, Asia and Central and South America - we offer a holistic fabric of project management, implement ...
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Clinical Officer Anaesthetist
15 hours ago
Jacaranda Maternity Nairobi, Kenya Full timeABOUT THE COMPANY · An NHIF accredited provider for maternity and gynecological procedures, we provide high quality, affordable, client-centric, respectful maternal & child health care, pediatric, gynecology, and family care assistance at our family care medical centre in Nairobi ...
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Call Centre Quality Analyst at
3 days ago
HCS Affiliates Group Nairobi, Kenya Full timeHCS Affiliates Group, is a one-stop human resources and management consultancy organization, headquartered in Nairobi, Kenya. · CALL CENTRE QUALITY ANALYST · Summary · Our client, an on-demand Courier Service that delivers products ordered through their mobile app seeks to recrui ...
Contact Centre Officer at - Nairobi, Kenya - I&M Bank
Description
I&M Bank is a wholly owned subsidiary of I&M Holdings Limited, a publicly quoted company at the Nairobi Securities Exchange (NSE).
The bank possesses a rich heritage in banking.JOB PURPOSE
Contact Centre is the Bank's point of contact for handling Inbound and Outbound Calls, Emails and Social Media engagements.
The purpose of this role is to provide 24/7 Banking support to our customers on Voice, Email and Social Media with an objective of ensuring all Queries, Requests and Complaints are handled in a timely manner and in line with the I&M Service Standards resulting in market leading service experiences for all customers interacting with the Bank.
KEY RESPONSIBILITIES/ACCOUNTABILITIESInbound Calls handling customer support for Queries, Requests and Complaints channelled through Voice within the defined timelines and in line with the I&M Bank Standards.
Social Media Handling – 24-7 customer support for Queries, Requests and Complaints channelled through the I&M Social Media pages i.e., WhatsApp, Facebook, Twitter, YouTube, Instagram, and LinkedIn within the defined timelines and in line with the I&M Bank Standards.
Social Media Campaign Support – Responding to all engagements arising from the various I&M Digital campaigns within the defined timelines and in line with the I&M Service standards.
Email Handling - Responding to customer emails received from internal stakeholders and public mailboxes within stipulated Turnaround time and in line with I&M Service standards.
Telemarketing and Outbound Campaigns - Handling Telemarketing assignments to create awareness on Bank Offerings and Outbound Campaigns such as Care Calling, Customer Onboarding and Customer Feedback Collection.
Digital Channel Support – Support customers with any queries, requests, or complaints on the Bank's Digital Banking channels i.e., Card and Online Banking (Mobile and Internet Banking) thus driving uptake, usage and digital channel satisfaction.
Reporting and escalating any emerging trends or Customer Feedback emanating from our telephone, social media handles and e-mail engagements.
KEY PERFORMANCE MEASURES
Dropped Contact ratio
Service Level Score
Mystery Shopping Score
Customer Satisfaction Score
Quality Assurance Score
Social Media and Email Handle Time
IMPORTANT RELATIONSHIPS
All Branches and Relationship Units
All Head Office Departments
Customers
Industry Stakeholders – Other Banks, Telcos (Safaricom and Airtel), IPSL (Pesalink)
KEY SKILLS, KNOWLEDGE, EXPERIENCE AND PERSONAL COMPETENCIES
Skills and Competencies
Customer Centric
Excellent written and oral communication skills.
Strong collaboration skills
Analytical and problem-solving skills
Good interpersonal and rapport building skills.
Strong time management and organizational skills
Risk Intelligence
Self-driven, autonomous and result oriented individual.
Flexible and adaptable working approach,
Emotional Intelligent
Ability to work independently, with minimal supervision.
Experience in Contact Centre or banking industry.
Experience
One-year continuous working at officer level in a customer service setting preferably in a financial institution with familiarity to the Contact Centre operations.
RECOMMENDED MINIMUM QUALIFICATIONS
Education Level
Business related degree holder from a recognized University (Min – 2nd class upper or equivalent).
Professional Qualifications
Banking qualifications desirable