Contact Centre Officer – Customer Service

About the role

Prime Bank Africa is seeking a Contact Centre Officer to join its Customer Service team at the Head Office in Nairobi. The role focuses on delivering high‑quality, compliant support across inbound and outbound channels while contributing to customer satisfaction and business growth.

Key responsibilities

• Handle incoming calls, emails, chats, and social media messages, providing accurate information on banking products and services.
• Make outbound calls for follow‑ups, surveys, product promotion, and payment reminders.
• Resolve complaints within service level agreements and escalate complex issues as needed.
• Support back‑office processes such as account maintenance and digital banking assistance.
• Identify cross‑selling opportunities and contribute to sales and productivity targets.
• Verify customer identity, maintain confidentiality, and comply with KYC and banking regulations.
• Record interactions in CRM systems and maintain up‑to‑date customer records.
• Monitor customer feedback on digital channels and participate in quality improvement initiatives.

Required profile

• Bachelor’s degree in Business Administration, Banking, Communications, Marketing, Quality Management or a related field.
• 1–3 years of experience in customer service, contact‑centre operations, or related banking functions.
• Knowledge of banking products, KYC requirements, and data‑protection standards.

Required skills

• Proficiency in Microsoft Office.
• Experience with CRM and contact‑centre systems.
• Ability to use reporting tools and digital/social media platforms.