Customer Service Jobs at Shugulika Africa Limited and CRDB Bank Plc

JOB DETAILS:
Customer Service Agent

Job Description
Job Summary;
Our Client, a Hospitality Company, is looking for young, efficient and self-motivated Customer Service Agents to manage customer relationships and brand engagement. They should have problem solving and good communication skills to interact and engage with other teams and customers.

Responsibilities;
• Responding to customer queries by telephone, email and online chats in Swahili and English language.
• Handling and take full responsibility for customer-related queries by delivering the best Customer Service Experience.
• Attracting potential customers by answering service questions
• Resolving service problems by clarifying the customer’s complaint.
• Collecting and analyzing customer feedback.
• Maintain a courteous and calm manner always to de-escalate stressful situations.
• Work with customer service manager to ensure proper customer service is being delivered.

Requirements
• Swahili as home/first language essential.
• Fluent in English and able to communicate effectively (read, write and speak fluently).
• Understanding of Microsoft Office
• Knowledgeable on how to make use of a Computer and smartphone.
• Being able to type fast on a keyboard


JOB DETAILS:
Implementation Specialist

Key responsibilities:
• Implement solutions to clients per sales/agreements.
• Perform post-implementation reviews to ensure the sustainability of solutions.
• Ensure prices are charged per sale/agreed with clients with no leakage of income.
• Solicit business from existing and new customers by increasing digital channel utilizations.
• Discuss customer needs; gather customer information and advice on Bank services/products.
• Conduct clients and staff awareness/training for the new systems/solutions to be/deployed.
• Conduct regular branch and client visits to solicit new business with a view to increasing the organic flow of NFI/or transactional volume and retaining clients.
• Participate in driving and implementing the strategy for Transactional digital business growth.
• Participate in organizing and delivering client marketing and sales programs for transactional digital offerings/products.
• Arrange and facilitate meetings with key members of potential customer management.
• Follow up with potential customers and ensure completion of documentation requirements.
• Liaise with operations for efficient transaction processing to ensure superior customer service by minimizing complaints and disputes.
• Collaborate with several other units/departments e.g. ICT, Treasury, Corporate banking, Operations, Finance, Compliance, Marketing and Customer experience
• Regular reviews of implemented solutions to identify gaps and suggest ways to fix them
• Ensure Compliance with internal & external Guidelines on transactional business activities.
• Review and provide feedback on client satisfaction surveys, and respond to customer complaints.

Experience, Knowledge and Skills Requirements
• Bachelor Degree in Bachelor’s Degree in Business Administration, Finance and related field from a credible university.
• Minimum of 3 years experience in business implementations of sales solutions to clients.
• Relationship Management skills.
• Project management skills.