Equity Bank Limited (The "Bank”) is incorporated, registered under the Kenyan Companies Act Cap 486 and domiciled in Kenya. The address of the Bank’s registered office is 9th Floor, Equity Centre, P.O. Box 75104 - 00200 Nairobi. The Bank is licensed under the Kenya Banking Act (Chapter 488), and continues to offer retail banking, microfinance and relat...

Key Responsibilities

• Conducting weekly and monthly training on products knowledge for branch.
• Be available as per scheduled shift to attend to customer queries on phone, email or social media channels.
• Attend to customers in a quick and responsive manner. Maintain an acceptable level of average handle time / response time per customer and thus enhance ability to achieve the set number of customers handled per hour/per shift.
• Manage personal time while on shift, adhering to set schedules and achieving set targets of productive time in serving customers.
• Educate customers with information on products and services.
• Escalate customer issues that require further intervention, investigation, or analysis for resolution in the prescribed format and tools.
• Collect and escalate customer feedback on products, services, and the brand in general and be a positive brand ambassador at all touch points.
• Adhere to set policies and procedures including KYC, preservation of customer information confidentiality, safeguarding customer data and funds at.
• Documentation of customer queries into the CRM system to ensure monitoring of TAT and prompt closure of customer complaints/ inquiries.

Qualifications

Qualification, Experience, Skills and Attributes

• Degree/Diploma in Business related field from a recognized university
• Bachelor’s degree in business studies
• Proven working experience in related field e,g Customer Service or Contact Center.
• Fluently in Speaking English and Kinyarwanda
• Should have strong customer service skills
• Should have interpersonal skills and customer orientation
• Excellent communication skills, both verbal and written

• Conducting weekly and monthly training on products knowledge for branch.
• Be available as per scheduled shift to attend to customer queries on phone, email or social media channels.
• Attend to customers in a quick and responsive manner. Maintain an acceptable level of average handle time / response time per customer and thus enhance ability to achieve the set number of customers handled per hour/per shift.
• Manage personal time while on shift, adhering to set schedules and achieving set targets of productive time in serving customers.
• Educate customers with information on products and services.
• Escalate customer issues that require further intervention, investigation, or analysis for resolution in the prescribed format and tools.
• Collect and escalate customer feedback on products, services, and the brand in general and be a positive brand ambassador at all touch points.
• Adhere to set policies and procedures including KYC, preservation of customer information confidentiality, safeguarding customer data and funds at.
• Documentation of customer queries into the CRM system to ensure monitoring of TAT and prompt closure of customer complaints/ inquiries.

• Strong customer service skills
• Interpersonal skills and customer orientation
• Excellent communication skills, both verbal and written

• Degree/Diploma in Business related field from a recognized university
• Bachelor’s degree in business studies
• Proven working experience in related field e,g Customer Service or Contact Center.
• Fluently in Speaking English and Kinyarwanda