Contact Centre Officer

I&M Bank is a wholly owned subsidiary of I&M Holdings Limited, a publicly quoted company at the Nairobi Securities Exchange (NSE).

The bank possesses a rich heritage in banking.

Job Purpose:

Contact Centre is the Bank’s point of contact for handling Inbound and Outbound Calls, Emails and Social Media engagements.

Key responsibilities

• 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.
• 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.

Requirements

• Business related degree holder from a recognized University (Min – 2nd class upper or equivalent).
• Banking qualifications desirable.
• One-year continuous working at officer level in a customer service setting preferably in a financial institution with familiarity to the Contact Centre operations.
• Experience in Contact Centre or banking industry.
• Customer Centric.
• Excellent written and oral communication skills.
• Strong collaboration skills.
• Analytical and problem-solving skills
• Good interpersonal and rapport building skills.
• Strong time management and organizational skills…

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