Contact Center Agent

Job Description

KEY RESPONSIBILITIES:

1. To be available and able to respond in a prompt, friendly, supportive helpful and timely manner to all customers who contact KCB (via telephone, email, web, or written communication, etc)
2. Provide customers with fast, accurate, relevant and useful information regarding all aspects of the KCB Group Products and Services in line with the Customers feedback.
3. Ensure that all customer queries, problems and complaints are fully resolved within the team as a ‘One Stop Shop’ service.
4. Actively present the customer expectations throughout the organization, highlighting trends, suggesting and implementing improvements and sharing knowledge and experiences with colleagues.
5. Use sound judgment and take decisions that will meet customer expectations while striving to achieve win/win outcome for the Customer and the Bank.
6. Ensure the complete and effective resolution of customer’s immediate queries or concerns at first point of contact.
7. To monitor and review VRM card transaction queues on an hourly basis and handle all customer requests that need card whitelisting on Visa Online (VRM) upon proper customer authentication, capture and update customer interactions accurately in ECRM system.
8. Strive to continually improve personal performance in order to achieve individual, team and departmental SLA’s and KPI’s.
9. Proactively monitor, review & analyse Visa Consumer Authentication Service (VCAS) transaction detail report, engage customers to establish authenticity of the transactions and support accordingly, with a focus on reducing fraud + false declines through authentication and one-time password [OTP] activation using VCAS upon proper customer authentication.
10. Ensure complete and effective resolution of customers’ immediate queries or concerns at first point of contact (FCR), capture and update customer records in CRM and use it for timely follow up.

Essential Skills and Qualifications:

• Bachelor’s Degree – A university degree in relevant business discipline, any professional qualification in general banking is an added advantage
• Strong people management skills and thorough knowledge of banking products and services, including wider understanding of the general consumer banking universe.
• Strong communications, negotiations, and interpersonal skills, with the ability to sale bank products to customers.
• Passion for Customer Service Excellence.
• Self – Drive, Flexibility, Focus and attention to detail.
• Open to New Ideas in a rapidly changing Business Environment
• Excellent stakeholder management.
• Empathetic, customer centric and positive attitude.

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