JOB SUMMARY

As first point of voice contact with the bank, create a positive first impression. To provide, efficient and effective customer service to all customers both internal and external, with the utmost level of professionalism, consistency and quality.

KEY RESPONSIBILITIES 

Service Experience - 50 %

•  Greeting, welcoming and management of all visitors 
• Ensure all customer queries telephone and email are handled effectively with prompt resolution 
• Update all customer interactions on Customer Relationship Management System (CRM) and follow up for closure within Service Level Agreement (SLA). 
• Management of reception area to ensure comfort and ideal ambience for visitors’ use 
• Attend to the day to day operational requirements of Senior Management such as telephone calls, correspondence, travel etc. 
• Ensure zero complaints, excellent customer feedback from internal and external customers. Maintain high internal customer satisfaction 
• Maintain high level of product knowledge sufficient for issue resolution, retention and customer education
• Actively represent the customer throughout the organization, suggesting and implementing improvements and providing feedback to colleagues 
• Use sound judgment and take decisions that will maximize customer satisfaction
• To identify customer needs effectively and partake in cross-selling, upselling of products initiatives and generate leads 
• To help identify service gaps and give feedback on necessary corrective measures 
• Tracking of generated sales leads, and ensuring conversion for an enriched customer relationship.

Business Process - 20% 

• Preparation and maintenance of departmental records such as meeting minutes, registers, delivery and visitors books 
• Management of all office meeting and conference rooms. To include travel arrangements, room allocations requests and assist in arrangements for catering provisions for general staff 
• Ensures compliance with the set guidelines, policies and procedures within Customer Experience department
• Continuously explore ways to improve the efficiency and effectiveness of service to enhance customer satisfaction and loyalty.

Audit and Compliance - 10% 

• To ensure compliance of Customer Experience Policy, Customer Service Standards, all bank processes and procedures – including Prudential Guidelines, Internal Audit recommendations. 
• Comply with respective Know Your Customer (KYC), Know Your Processes (KYP) and Know Your Technology (KYT) procedures and be alert at all times to unusual or possibly suspicious activity, and report to Line Manager.

Audit and Compliance - 10% 

• To ensure compliance of Customer Experience Policy, Customer Service Standards, all bank processes and procedures – including Prudential Guidelines, Internal Audit recommendations
• Comply with respective Know Your Customer (KYC), Know Your Processes (KYP) and Know Your Technology (KYT) procedures and be alert at all times to unusual or possibly suspicious activity, and report to Line Manager.

Key Relationships

Customers of this Position

• External Customers 
• All departments of the bank

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