SBM Bank Intern - Customer Experience Jobs in Kenya

SBM Bank Intern - Customer Experience Jobs in Kenya

Job Summary:

To provide support in CX department at Contact Centre, Service Experience and Quality Assurance on daily, weekly, monthly performance.

Key Responsibilities:

Customer Experience

  • Support with MIS reporting in CX department.
    MIS reporting on Contact Centre Performance.

  • Extract data from multiple sources (BI, Flexcube, Way 4, CRM and other Contact Center systems) and organize it in a proper format that can be easily understood.

  • Data analytics and prepare dashboards.

  • Provide analysis of trends and forecasts.

  • Prepare and share daily, weekly, monthly, and ad hoc reports to the respective CX Management.

    Business Process

  • Respond to any queries raised by the management in regards to the data or information submitted.

  • Engagement with management to interpret and report results of data analyzed.

  • Maintaining data and information security.

  • Ensure Compliance with data protection laws and regulations.

  • Maintain confidentiality of data and information.

    Audit & Compliance

  • To ensure compliance of Customer Experience Policy, Customer Service Standards, Contact Centre Operations, all banks processes and procedures by self and team – including Prudential Guidelines, Risk Compliance Self-Assessment findings, Internal Audit recommendations; provide constant educations and escalation as required.

  • Comply with respective KYC, KYP and KYT procedures and be alert at all times to unusual or possibly suspicious activity and report to line manager.

    Personal Development

  • Strive to continually improve personal performance to achieve team and departmental SLAs and KPIs.

  • Take responsibility for continuous self-development and own learning by identifying personal
    development needs and forward to line manager.

  • Work as part of a team and support colleagues.

  • Pursuit self-development to increase personal effectiveness, acknowledging both strengths as well as areas of development.

  • Attend all scheduled training.

  • Utilize the existing learning and training modules

    Knowledge; Skills and Experience required for this Role

  • Bachelor’s degree in any discipline with a minimum of second class honors upper division or equivalent.

  • Effective Communication Skills (written and verbal).

  • Customer service management processes and procedures.

  • MS proficiency – Excel, PowerPoint, word etc.

  • Strong analytical skills with competence in excel required.

  • Ability to work in a team

  • Customer service experience essential.

  • Financial Analysis.

  • Mathematical Skills.

  • Basic banking principles and practices

    Competencies Required for this Role

  • MIS data analysis & Reporting – mastery in Excel.

  • Presentation skills – mastery in PPT.

  • Communication skills.

  • Writing skills.

  • Working with People.

  • Persuading & Influencing.

  • Planning & Organizing Analytical Skills.

    How to Apply

    For more information and job application details, see; SBM Bank Intern - Customer Experience Jobs in Kenya

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