Bank Officer -Customer Experience Job KCB Bank, Nairobi, Kenya
Key Responsibilities
- Deliver timely and effective resolution of customer inquiries and complaints, ensuring a high level of customer satisfaction.
- Drive customer-centric service delivery by anticipating and responding to customer needs with professionalism and empathy.
- Manage customer interactions through ECRM and other systems, ensuring accurate logging, tracking, and closure of queries.
- Contribute to business growth by enhancing customer relationships and promoting appropriate products/services where relevant.
- Achieve individual, team, and departmental KPIs and SLAs through consistent performance delivery.
- Identify and analyze customer pain points and recurring issues, providing insights and recommendations for improvement.
- Ensure compliance with internal policies, procedures, and regulatory requirements in all customer engagements.
- Support audit and control processes, including timely resolution of audit findings and adherence to risk controls.
- Drive continuous service improvement across all customer touchpoints and service channels.
- Provide leadership support and supervision of staff where assigned.
Daily Responsibilities
- Maintain proper use and care of work tools, promptly reporting any faults or issues
- Provide and receive constructive feedback to support continuous improvement
- Collaborate effectively with team members to ensure seamless service delivery
- Participate in process improvements and productivity initiatives
- Adhere to assigned schedules, shifts, and operational requirements
- Demonstrate ownership, accountability, and professionalism in all assigned tasks
How to Apply
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