Customer Service Supervisor - (19000077)

In line with enhancing career progression of staff and to support the business growth, we seek to recruit a senior well-qualified, experienced, self-driven, highly motivated and passionate candidate to fill the following position within the Administration Department
QualificationsBachelor’s Degree from a recognized university or College

Minimum of C+ in K.C.S.E

Minimum of 3 years’ experience at the branch having worked in various workstations

Acted in the Customer Service role for at least 6 months

Computer Literacy

Ability to make presentations and carry out training

Responsibilities

Reporting to the Business Growth and Development Manager, the ideal candidate will be tasked with coordinating quality of service at branch thus ensuring exceptional customer experience alongside the following duties:
Floor Management by ensuring customers visiting the unit are engaged and directed accordingly

Promptly analyzing and resolving feedback and/or complaints raised by customers through various channels and implementing solutions

Reviewing service levels at various workstations and discussing improvements with the teams

Ensuring adherence of set SLA’s at all service points

Ensuring brand, ambience and corporate image conforms to the set standards

Resolving assigned issues in the Service Cloud

Conducting soft skills training in the business units

Coordinating Customer Service days
Marketing and cross-selling bank products out of customer interaction
Job Requirements
Required education
: Bachelor's degree

Required relevant work experience
: 3 years

Required languages:
English (Spoken: fluent | Written: fluent)
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