HF Group Call Centre Agent Jobs in Kenya

HF Group Call Centre Agent Jobs in Kenya

Reporting To: Team Leader, Call Centre

Overall Job Purpose

The Call Center Agent will be responsible for providing a first line support to service and resolution to bank customer queries through the allocated support lines on call as well as respond to queries via email, social media and letters while ensuring that all the processes and procedures are adhered to.

Principle Accountabilities

  • Receiving inbound customer calls and handling as per laid down procedures and observing call quality while raising Service Requests for escalations of issues that require further investigation.

  • Daily on-boarding of customers as per laid down procedures and observing call quality.

  • Manage customer queries received via alternative channels such as emails, letters, calls Facebook, Instagram, LinkedIn, Twitter and handling them as per laid down procedures and observing contact quality.

    The officer should have a solid understanding of how each social media channel works and how to optimize content so that it is engaging on those channels

  • Pursue the achievement of business growth targets via selling and cross-selling of the Bank’s products and services through lead generation.

  • Contribute to product development and improvement through continuous feedback analysis collected by logging calls & correspondence.

  • Ensure timely and complete resolution of customer queries. Provide daily, Weekly, monthly and any other assigned Reports to support these activities.

  • Perform any
    other duties as requested by team leader from time to time.

    Minimum Qualifications, Knowledge and Experience

  • A Bachelor’s degree from a recognized university

  • 2 years working experience in Customer service.

    Key Competencies and Skills

  • Computer /IT skills, including knowledge of Microsoft office applications e.g. Word; Excel; PowerPoint etc.

  • Must have comprehensive background with all aspects of Training (i.e. experience in the various skills within the Call center) and/or Quality Assurance in a call center.

  • Excellent knowledge of HF Group products and services

  • Good understanding of the bank’s processes and procedures both in branches, CPC and mobile banking.

  • Knowledge and experience in managing social media pages.

  • Ability to multitask and perform under tight deadlines

  • Strong verbal and written communication skills

    Application Deadline

    22 September 2022



    Job Category


    How to Apply

    For more information and job application details, see:
  • HF Group Call Centre Agent Jobs in Kenya

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