Core Duties & Responsibilities
- Ensure best in class customer experience and support, as well as provide product and services expertise to maximize customer value.
- Be the bridge that drives communication between business development and operations towards the common goal of high levels of service to the customer.
- Establish, prioritize and manage the efficient flow of information necessary to ensure on time delivery of customer inquiries and maintain a high degree of collaboration and teamwork
- Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
- Work closely with other departments to understand business requirements and collaborate on solutions that will result in continuous process improvements to simplify and streamline customer service functions
- Ensure that customer requests are investigated, followed-up, and that they receive the correct response within the prescribed service level.
- Manage and guide the operations of the customer service and call centre teams in order to efficiently respond to queries and complaints within satisfaction and delivery targets
- Bachelor’s degree in relevant field. Professional customer service, marketing and/or sales qualification such as CIM, MSK
- Five years experience in sales, customer service or marketing role in the banking industry or other service oriented organisation.
- Must be organised, analytical and take the concept of client confidentiality very seriously
- Must have strong attention to detail and ability to make sound business decisions in a timely fashion
- Excellent verbal and written communication skills with the ability to communicate at all levels internally and externally
Deadline:16th September 2011
Only short listed candidates will be contacted
Application Details:
The Head of Human Resources,
Consolidated Bank of Kenya
Ltd P.O. Box 51133 - 00200 NAIROBI