Customer / Call Centre Jobs – Contact Centre Consultant – KCB Bank Uganda

Job Title:    Contact Centre Consultant – Call Centre Jobs

Organisation: KCB Bank Uganda

Duty Station: Kampala, Uganda

About Organisation:

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, social media, chatbot, 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 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 to achieve individual, team and departmental SLA’s and KPI’s.
• 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 in business is required.
• Professional Qualifications Customer Service Excellence
• One year Experience

How to Apply:

If you believe you can clearly demonstrate your abilities to meet the criteria given above, please log in to our Recruitment portal and submit your application with a detailed CV.

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Deadline: 23rd July 2025

Note: Qualified candidates with disability are encouraged to apply. Only short-listed candidates will be contacted.

For more of the latest jobs, please visit https://www.theugandanjobline.com  or find us on our facebook  page https://www.facebook.com/UgandanJobline

Level of Education: Bachelor Degree

Work Hours: 8

Experience in Months: 12