Contact Centre Officer

About the role

I&M Bank is hiring a Contact Centre Officer in Nairobi to handle inbound and outbound calls, emails and social media engagement. The Contact Centre is the bank's point of contact for customer queries, requests and complaints, providing 24/7 banking support by voice, email and social media in line with I&M service standards.

Key responsibilities

• Inbound call handling: 24/7 customer support for queries, requests and complaints via voice within defined timelines and in line with bank standards.
• Social media handling: 24/7 support for queries, requests and complaints on WhatsApp, Facebook, Twitter, YouTube, Instagram and LinkedIn.
• Social media campaign support: responding to engagements arising from digital campaigns.
• Email handling: replying to customer emails from internal stakeholders and public mailboxes within turnaround time.
• Telemarketing and outbound campaigns: handling assignments such as care calling, customer onboarding and feedback collection.
• Digital channel support: helping customers with queries on card and online banking (mobile and internet banking).
• Reporting and escalating emerging trends and customer feedback from calls, social media and email.

Required profile

• Business-related degree from a recognized university (minimum 2nd class upper or equivalent).
• One year of continuous work at officer level in a customer service setting, preferably in a financial institution, with familiarity of contact centre operations.
• Experience in a contact centre or banking industry.
• Banking qualifications desirable.

Required skills

• Excellent written and oral communication skills.
• Analytical and problem-solving skills.
• Strong time management and organizational skills.
• Ability to work independently with minimal supervision.

The role is full time. Applications are made through the recruiting partner's online application form.