Bank Officer -Customer Experience Job KCB Bank, Nairobi, Kenya

Job description

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

Click here to apply