Call Centre Agent , Caritas MFB.
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Job Purpose
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To provide excellent customer service on both inbound and outbound calls
Key Responsibilities
- Promptly resolving customers enquiries at the first instance by using the bank’s systems and escalating to the relevant teams when need arises.
- Keep a comprehensive record of all engagements in the call center data bank.
- Cross-selling and marketing the Bank’s products and services
- Run cold call scripts as part of building bank brand awareness.
- Identify customer needs, clarify information, and provide timely solutions.
- Ensure customer service quality and utmost customer satisfaction to attract prospective customers and retain existing ones.
- Regularly updating oneself on matters bank products, call center systems and bank brand
- Keeping customers updated on bank procedures and systems, process flows, customer requirements and any other relevant information on the bank.
- Reporting and giving feedback to operation management on levels of customer satisfaction and recurrent issues.
- Provide necessary support to all arms of the bank.
- Ensure utmost compliance to the Bank’s policies and Procedures.
- Any other duties assigned by the Operation management.
Qualification and experience requirements
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- Degree in a Business Management, Accounting, Finance or Business Administration.
- Professional banking qualifications will be added advantage
- 1 Year work experience in a bank
- Experience in customer service, retail banking and/or financial institution.
- Computer literacy and Switchboard management skills
- Product and segment knowledge and mastery
- Excellent written and oral communication
- Active listening and interpersonal skills.
- Patient and empathetic attitude.
- Adaptability and flexibility.
- Negotiation and marketing skills.
- Ability to work under pressure and under minimal supervision.
- Attention to detail
- Possess administrative skills and the ability to work as part of a team.
- Strong organization, and negotiation skills.
How To Apply
Interested candidates who meet the criteria above are encouraged to send their application letters and detailed CVs to: Email: recruitment@caritas-mfb.co.ke.
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Kindly indicate the position title on the subject line when applying.
Closing date for application will be on 21st April 2023. Only shortlisted candidates will be contacted.
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Kindly send your application letter and detailed CV to recruitment@caritas-mfb.co.ke
