Full Time
Stanbic Bank Kenya
Job Description
As a Customer Care Centre Officer, you will be responsible for: – Handling and resolving client queries and complaints across Email and Social Media channels with professionalism and efficiency
Managing investigations (Levels 1 and 2) in accordance with established protocols and delivering high-quality service within agreed service standards whilst meeting performance targets and maintaining compliance with risk, regulatory, and operational requirements. Documenting all interactions accurately and escalating complex matters appropriately.
Qualifications
Type of Qualification: First Degree
Experience Required
1-2 years
- Experience in a customer service and sales role, preferably in a financial institution.
- Demonstrated experience in handling customer interactions, resolving queries, and delivering service excellence.
- Familiarity with customer relationship management systems and processes.
- At least six months of experience working in a Contact Centre environment in the financial services sector.
Additional Information
Behavioural Competencies:
- Articulating Information
- Convincing People
- Exploring Possibilities
- Following Procedures
- Interacting with People
- Making Decisions
- Showing Composure
- Understanding People
Technical Competencies:
- Active Listening
- Difficult Calls Management
- Electronic Communications & Devices
- Inbound Phone Statistics
- Query Resolution
- Telephone Caller Handling