Customer Service Executive at Middle East Bank Kenya

This position plays a critical role in ensuring consumer satisfaction and loyalty. This role is responsible for interacting with consumers on behalf of the Bank by providing clients with accurate information about the Bank’s products and services. The interaction takes place on various touch points

i.e. call centre, email, chats, facebook, twitter, LinkedIn etc.

KEY RESPONSIBILITIES

State the end results the job is responsible for achieving, i.e. the end- outputs against which the incumbent’s success in the job could be measured.

• Responsible for handling complaints professionally.
• Responsible for providing clients with accurate information about the

Bank’s products and services.

• Maintain customer records and database accurately for follow-up or escalation and keep track of client needs and improve the quality of their service.
• Handle consumer feedback and reviews about the Bank’s products

or services and provide feedback to the relevant departments.

• Assist in business development by promoting new products and services to customers, answer questions about promotions or discounts and provide information about the Bank’s marketing
• They may collaborate with other departments to provide merchandise or service feedback or with marketing departments to promote new goods.
• Manage a high volume of Inbound/Outbound Phone, Email & Chat contacts from customers who are calling with questions or need assistance with their issues at the bank’s 24-hour Call
• Deliver an exceptional customer experience when interacting with customers and fellow colleagues.

POSITION DIMENSIONS

State the significant measures that will assist in determining the size and scope of the area of responsibility. These could be number of customer accounts, employees served, funds controlled, average daily/weekly tasks

e.t.c. Where actual values are not available, estimates should be made.

1. Customer engagements at the call center e. at least 150 calls per day for both inbound and outbound.
2. Attend to all queries coming from clients in a timely First Call Resolution should be 70%.

MONETARY RESPONSIBILITY

If the job has responsibility over money, describe how, and the amount of money involved, over a specified time, e.g., day, week, and month.

• None

WORKING RELATIONSHIPS

Describe the people you come into contact most frequently (use their job titles if possible) or how others depend on the job, or how the job is dependent upon others.

How to Apply

Please send your CV to hr@mebkenya.com with a CC to jobs@bestlinks.co.ke quoting Customer Service Executive as the title before 23td October 204.