The Human Bank. As a Global Bank we have opportunities that go beyond country borders. If you think you are ready for your next career move, and if you fit the skills and requirements of this role, a new adventure may await you.
Key Responsibilities:
- To provide breakthrough one stop service in a consistent, professional manner – embracing our Brand Values of Doing The Right Thing, Better Together and Never Settle.
- To achieve first call resolution in client queries.
- To improve and maintain the Bank’s No 1 position in quality services and ensure that Group and other Business service levels agreed for various services are met.
- To provide prompt, accurate and courteous service ensuring to fulfill promises made to customers. Under-promise but over-deliver.
- Provide Digital Education to clients.
- Resolution of complaint where possible or prompt submission of the complaint through CRM.
- To capture customer feedback for future improvement.
- Perform service recovery on quick-kill complaints.
Targets
Meet &/or exceed service standard and target:
- a)By contributing to achieve the department objectives on customer care line of 80% calls responded to within 20 seconds. Also ensure less than 5% calls are abandoned.
- b) Ensure requests or investigations are completed appropriately and faxed out to other channels/departments within the same day.
- c)Ensure First Call Resolution is above 80%.
- d)Ensure superb follow-up and fulfill promises made to our customers.
- e)Ensure compliance with Group Policy and Standards, local laws and regulations and controls and procedures of the Bank.
- f)Always ensure to take 100% ownership of every situation with a customer
- g) Meet the required targets as follows as per Score card requirements
Service
Deliver World Class one-stop customer service via phone:
- a) Handling service & sales inquiries.
- b) Strengthen customer service capabilities by adhering to required standards: Identify Bank, identify self, address customers by name; provide prompt, accurate and courteous service and accurate records.
- c)Service recovery – turn a complaint/unhappy customer into a loyal satisfied customer with professional and empathetic service recovery.
- d) Timely stop/warming of cards and stop cheques as per customer requests
- e) Ensure accurate update of cards and cheque books on the necessary systems
- f) Provide Alternate Deliver Channels support on Mobile Banking, Online Banking and e-Statement requests
Key Competencies
- Communication Skills
- Analytical skills
- Problem solving skills
- Ability to multi-task
- Negotiation skills
- Ability to handle difficult clients
Qualifications
- Minimum Degree from a recognized University
- At least one year experience in a busy service environment.
The post Standard Chartered Bank Job Vacancy : Client Centre Executive – Service appeared first on Jobs in Kenya - https://jobwebkenya.com/.
The post Standard Chartered Bank Job Vacancy : Client Centre Executive – Service is republished from Jobs – Jobs in Kenya – https://jobwebkenya.com/
