# Customer Service Executive Job Finley International, Nairobi, Kenya Canonical URL: https://primejobalerts.com/jobs/customer-service-executive-job-finley-international-nairobi-kenya Company: Finley International, Nairobi, Kenya Category: Banking & Financial Services Location: Kenya Work type: Full-time Work arrangement: On-site Published: 2026-08-03 Expires: 2026-09-17 ## Job Description ### Basic Purpose - To handle all Customer Care interactions by providing consistent standards of service to Client and ensuring customer satisfaction. - To respond to all customer contacts by identifying, communicating and meeting customer needs, recording and resolving queries, in accordance with the pre-defined standards and measures, working within a team that is focused on providing quality service. - Operates under general supervision. ### Main Responsibilities and Duties - Develop positive relationships with customers and co-workers - Participate as an active member of the Customer Care team - Communicate in a positive, professional style - Take care of company equipment and tools - Take responsibility for resolving customer queries - Ensure security and confidentiality of information - Be knowledgeable on all company & client related information Handle and resolve a range of customer contacts - Prepare to respond to customer contact within defined time-limits - Acknowledge Customers and greet using the standard corporate greeting - Elicit and verify information from customers (if applicable) - Escalate service request - Provide requested service - Provide Information and/or educate customer Record a range of customer contacts - Record and capture customer details accurately - Effectively retrieve information using appropriate systems - Correctly classify all reasons for contacts Meet performance standards - Know and understand Customer Care Performance Standards and individual targets - Initiate the clearance process on cleared debts once you receive payment proof and have the same shared to relevant clients. - Provide customers with their correct account details e.g. loan balance and account numbers. - Maintaining data integrity and keep customer details confidential. - Responding to all customer correspondence via e-mail, telephone and postal mail. - Attend daily briefing sessions with team - Document, analyze and interpret daily individual reports - Provide daily feedback on performance in relation to pre-defined standards and measures - Adhere to Customer Care (Outbound) schedule and professional attitude - Escalates complex cases and liaises with the Team Leader to resolve customer queries and meet their expectations. ### Additional Duties and Responsibilities - Make the Call Center customer centric. - Provide feedback and suggestions - Participate in Team activities Promote clear and effective high performance culture and values. - Promote a high-performance culture. - Promote a customer-centric culture. - Promote a culture of openness and transparency ### Essential Knowledge - Good functional knowledge of most product lines. Good working knowledge of office procedures and general customer service standards. - General to good knowledge; frequent use and application of technical standards, principles, theories, concepts, and techniques. ### Competencies - Customer oriented - Strong analytical skills and problem-solving skills - Strong negotiation skills - High personal standards and goal-oriented - Excellent interpersonal skills - Excellent and effective communication skills, both orally and in writing, eloquent - Excellent organizational skills - Easy adaptability to change - Young, spirited, energetic, and enthusiastic - Team Player - Works well under pressure ### Qualifications - University Degree / Diploma in Business/Banking - 2 years’ work experience - IT literacy - Able to operate in a performance-driven organization - Knowledge of English and Swahili ### How to Apply If you are interested, send your resume/cv to careers@finleyltd.com ## Requirements Apply by email: careers@finleyltd.com ## Apply Use the canonical Prime Job Alerts page for full application instructions and source verification.