Customer Care Centre Officer at Standard Bank Group in Nairobi, Kenya

    Standard Bank Group logo

    Customer Care Centre Officer

    Standard Bank GroupNairobi, Kenya

    Posted

    6 days ago

    Apply by

    31 Aug

    Full Time
    On Site
    Entry
    Banking, Insurance & Financial Services
    Customer Service & Support

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    Job Description

    As a Customer Care Centre Officer, you will handle and resolve client queries and complaints across Email and Social Media channels with professionalism and efficiency. You will manage investigations at Levels 1 and 2, document all interactions accurately, and escalate complex matters appropriately while meeting performance targets and maintaining compliance with risk and regulatory requirements.

    Key Responsibilities

    • Handling and resolving client queries and complaints across Email and Social Media channels with professionalism and efficiency.
    • Managing investigations Levels 1 and 2 in accordance with established protocols and delivering high-quality service within agreed service standards.
    • Meeting performance targets and maintaining compliance with risk, regulatory, and operational requirements.
    • Documenting all interactions accurately and escalating complex matters appropriately.

    Required Qualifications

    • First Degree
    • 1-2 years Experience in a customer service and sales role, preferably in a financial institution.
    • Demonstrated experience in handling customer interactions, resolving queries, and delivering service excellence.
    • Familiarity with customer relationship management systems and processes.
    • At least six months of experience working in a Contact Centre environment in the financial services sector.
    • Articulating Information
    • Convincing People
    • Exploring Possibilities
    • Following Procedures
    • Interacting with People
    • Making Decisions
    • Showing Composure
    • Understanding People
    • Active Listening
    • Difficult Calls Management
    • Electronic Communications & Devices
    • Inbound Phone Statistics
    • Query Resolution
    • Telephone Caller Handling

    Job Details

    Job Function

    Customer Service & Support

    Minimum Experience

    1 years

    Education Level

    Bachelor’s Degree

    Area of Study

    Business

    Field of Study

    Business Administration

    Languages

    English

    Additional Information

    How to Apply: Interested and qualified candidates should apply via the Standard Bank Group careers page at jobs.smartrecruiters.com.

    Master the Art of Difficult Conversations

    Customer care roles in banking demand a rare mix of empathy and firmness. Hiring managers look for people who can de-escalate tense calls while protecting the bank's reputation and following compliance rules.

    1. Show your conflict resolution toolkit: On your CV, give a concrete example of a time you turned an angry customer into a satisfied one. Describe the steps you took, the tone you used, and the outcome. This proves you can handle the 'Difficult Calls Management' skill listed in the job.

    2. Prove you know the bank's world: Brush up on common banking products like loans, cards, and mobile money. In the interview, you might be asked how you'd handle a customer disputing a transaction. Walk through your process: listen, verify, explain, and follow up.

    3. Get comfortable with metrics: Contact centres track average handling time, first-call resolution, and customer satisfaction scores. Be ready to talk about how you've met or improved such targets in the past. If you haven't, explain how you'd approach hitting them.

    4. Practice active listening: This job explicitly lists 'Active Listening' as a skill. In the interview, demonstrate it by paraphrasing the interviewer's questions before answering. It shows you're already doing what the role demands.

    5. Know your escalation path: You'll be managing investigations at Levels 1 and 2. Understand when a query becomes complex enough to escalate. Prepare an example of when you escalated a matter and how you ensured a smooth handover.

    6. Highlight your CRM experience: The job asks for familiarity with customer relationship management systems. If you've used Salesforce, Zendesk, or similar, say so. If not, take a quick online course to get basic familiarity and mention it in your cover letter.

    7. Show you can write clearly: Since you'll handle email and social media, your written communication must be crisp and professional. Bring a sample of a written response you've crafted to a customer complaint. It's a tangible proof of your skill.

    8. Prepare for a role-play: Many banks use role-play scenarios in interviews. You might be asked to handle a mock angry customer. Stay calm, acknowledge their feelings, and guide them toward a solution. That's exactly what the job requires.

    CareerSasa Safety Alert: Never pay employers or agencies for interviews, training, or job placement. Does a job request payment? Report it immediately using the "Flag" button. While CareerSasa vets job postings thoroughly, always verify opportunities independently.
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    Tags

    customer service
    contact centre
    query resolution
    CRM
    financial services