The Purpose of the Job

The Customer
Service Officer serves as the primary operational liaison between our client
and banking clients. The purpose of this role is to deliver responsive,
high-quality customer support, coordinate seamless issue resolution, maintain
service excellence, and ensure effective communication throughout the entire
service delivery lifecycle. You will be the trusted voice and face of our
client to our banking partners.

A Brief Description of the Person Specs

Our client is looking for a professional who is passionate about service excellence and
building lasting client relationships. You possess exceptional communication
skills, a problem-solving mindset, and the ability to remain calm under
pressure. You thrive in a fast-paced banking environment, are highly organized,
and understand the importance of confidentiality and accuracy when dealing with
financial institutions and their customers.

Tasks, Duties & Responsibilities

·       Respond promptly and
professionally to customer enquiries and service requests via phone, email, and
other communication channels.

·       Coordinate with internal
operational teams (production, technical, logistics) to resolve customer issues
efficiently.

·       Provide timely updates and
progress reports to customers on the status of their service requests.

·       Maintain accurate and
detailed customer interaction records in the CRM system.

·       Monitor service requests
through to completion, ensuring timely closure and customer satisfaction.

·       Escalate critical customer
issues to the appropriate management level where necessary, ensuring swift
resolution.

·       Support the achievement of
agreed service level commitments (SLAs) with banking clients.

·       Build positive,
professional, and long-term relationships with banking clients.

·       Prepare customer
service performance reports for management review.

·       ldentify recurring issues
and recommend service improvements to enhance efficiency and client
satisfaction.

·       Ensure the absolute
confidentiality of all customer information and banking data.

·       Promote and uphold high
standards of customer satisfaction and service excellence at all times.

Skills Forte

·       Soft Skills:

o   Exceptional Communication: Clear, confident, and
professional verbal and written communication skills.

o   Problem-Solving: Ability to think on your feet and resolve
issues creatively and efficiently.

o   Attention to Detail: Meticulous accuracy in recording information
and processing requests.

o   Interpersonal Skills: Natural ability to build rapport and trust
with clients and internal teams.

o   Adaptability: Willingness to work shifts and adapt to
changing customer demands.

·       Technical Skills:

o   Computer Literacy: Proficiency in MS Office Suite and CRM
software.

o   Typing Skills: Fast and accurate typing for documentation
and correspondence.

·       Core Competencies: Customer focus,
service excellence, time management, confidentiality, and teamwork.

Requirements

Educational & Professional Qualifications

·       Education: A Bachelor’s Degree
or Diploma in a relevant discipline (e.g. Business Administration,
Communications, Banking, or a related field).

·       Experience: 1 to 3 years of
relevant experience, preferably in a banking, financial services, or customer
service environment. 
Experience in a BPO or client-facing role within the
banking sector is a distinct advantage.

Benefits

Remuneration Package 

Our client
offer a competitive compensation package designed to attract and retain top
talent in the banking services sector:

·       Salary: A competitive monthly
gross salary. Commensurate with your; Qualifications, Level of Experience, and
Specific Location.
Roles based in Nairobi typically command the higher end of this scale.

·       Shift Allowance: An additional shift
allowance will be provided for officers working non-standard hours or rotating
shifts where applicable.

·       Benefits:

o   Comprehensive health insurance coverage

o   Pension/Retirement plan contributions.

o   Generous annual leave and paid public holiday
entitlements.

·       Perks: A stable,
professional working environment within the banking ecosystem, with access to
ongoing training, professional development opportunities, and clear career
progression pathways.