The Ugandan Jobline

Job Title:   Contact Center Agent (No Experience Customer Care Jobs)

Organisation: KCB Bank Uganda Limited

Duty Station: Kampala, Uganda

About the Company:

KCB Bank Uganda Limited which is part of KCB Group, East Africa’s largest commercial bank that was established in 1896. Over the years, the Bank has grown and spread its wings into Tanzania, South Sudan, Uganda, Rwanda and Burundi completing the East African circuit in the year 2012. Today, the Group has the largest branch network in the region with over 238 branches, 950 ATMs and 8,000 agents offering banking services on a 24/7 basis in East Africa. KCB Bank Uganda was established in the year 2007 and has grown to become one of Uganda’s top ten commercial banks.

Key Duties and Responsibilities:

• To be available and able to respond in a prompt, friendly, supportive helpful and timely manner to all customers who contact KCB (via telephone, email, web, or written communication, etc)
• Provide customers with fast, accurate, relevant and useful information regarding all aspects of the KCB Group Products and Services in line with the Customers feedback.
• Ensure that all customer queries, problems and complaints are fully resolved within the team as a ‘One Stop Shop’ service.
• Actively present the customer expectations throughout the organization, highlighting trends, suggesting and implementing improvements and sharing knowledge and experiences with colleagues.
• Use sound judgment and take decisions that will meet customer expectations while striving to achieve win/win outcome for the Customer and the Bank.
• Ensure the complete and effective resolution of customer’s immediate queries or concerns at first point of contact.
• To monitor and review VRM card transaction queues on an hourly basis and handle all customer requests that need card whitelisting on Visa Online (VRM) upon proper customer authentication, capture and update customer interactions accurately in ECRM system.
• Strive to continually improve personal performance in order to achieve individual, team and departmental SLA’s and KPI’s.
• Proactively monitor, review & analyse Visa Consumer Authentication Service (VCAS) transaction detail report, engage customers to establish authenticity of the transactions and support accordingly, with a focus on reducing fraud + false declines through authentication and one-time password [OTP] activation using VCAS upon proper customer authentication.
• Ensure complete and effective resolution of customers’ immediate queries or concerns at first point of contact (FCR), capture and update customer records in CRM and use it for timely follow up.

Qualifications, Skills and Experience:

• Bachelor’s Degree – A university degree in relevant business discipline, any professional qualification in general banking is an added advantage
• Strong people management skills and thorough knowledge of banking products and services, including wider understanding of the general consumer banking universe.
• Strong communications, negotiations, and interpersonal skills, with the ability to sale bank products to customers.
• Passion for Customer Service Excellence.
• Self – Drive, Flexibility, Focus and attention to detail.
• Open to New Ideas in a rapidly changing Business Environment
• Excellent stakeholder management.
• Empathetic, customer centric and positive attitude.

How to Apply:

All suitably qualified and interested applicants should apply online at the link below.

Click Here

Deadline: 3rd September 2024

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