Contact Centre Officer

I&M Bank Kenya Limited is a financial institution founded in 1974 and based in Nairobi, Kenya, operating in the banking and financial services sector.

Contact Centre is the Bank’s point of contact for handling Inbound and Outbound Calls, Emails and Social Media engagements. The purpose of this role is to provide 24/7 Banking support to our customers on Voice, Email and Social Media with an objective of ensuring all Queries, Requests and Complaints are handled in a timely manner and in line with the I&M Service Standards resulting in market leading service experiences for all customers interacting with the Bank.

1. Inbound Calls handling – 24-7 customer support for Queries, Requests and Complaints channelled through Voice within the defined timelines and in line with the I&M Bank Standards.
2. Social Media Handling – 24-7 customer support for Queries, Requests and Complaints channelled through the I&M Social Media pages i.e., WhatsApp, Facebook, Twitter, YouTube, Instagram, and LinkedIn within the defined timelines and in line with the I&M Bank Standards.
3. Social Media Campaign Support – Responding to all engagements arising from the various I&M Digital campaigns within the defined timelines and in line with the I&M Service standards.
4. Email Handling – Responding to customer emails received from internal stakeholders and public mailboxes within stipulated Turnaround time and in line with I&M Service standards.
5. Telemarketing and Outbound Campaigns – Handling Telemarketing assignments to create awareness on Bank Offerings and Outbound Campaigns such as Care Calling, Customer Onboarding and Customer Feedback Collection.
6. Digital Channel Support – Support customers with any queries, requests, or complaints on the Bank’s Digital Banking channels i.e., Card and Online Banking (Mobile and Internet Banking) thus driving uptake, usage and digital channel satisfaction.
7. Reporting and escalating any emerging trends or Customer Feedback emanating from our telephone, social media handles and e-mail engagements.

1. Business related degree holder from a recognized University (Min – 2nd class upper or equivalent).
2. Banking qualifications desirable.
3. One-year continuous working at officer level in a customer service setting preferably in a financial institution with familiarity to the Contact Centre operations.
4. Experience in Contact Centre or banking industry.
5. Customer Centric.
6. Excellent written and oral communication skills.
7. Strong collaboration skills.
8. Analytical and problem-solving skills.
9. Good interpersonal and rapport building skills.
10. Strong time management and organizational skills.
11. Risk Intelligence.
12. Self-driven, autonomous and result oriented individual.
13. Flexible and adaptable working approach.
14. Emotional Intelligent.
15. Ability to work independently, with minimal supervision.