Client Services Associate (Mombasa) at Standard Investment Bank

Job Description

Customer Support:

Handle inbound and outbound customer calls efficiently.
Provide accurate information about products and services.
Resolve customer complaints and inquiries in a timely and effective manner.
Escalate complex issues to the appropriate department or supervisor when necessary.

Data Entry & Documentation:

Accurately input customer information and details into the CRM database.
Maintain clear and organized records of customer interactions.
Document key details for follow-up actions or case resolution.

Problem-Solving:

Assess customer needs and provide appropriate solutions.
Troubleshoot common customer issues with guidance from provided scripts and manuals.

Sales:

Promote and upsell products/services where applicable.
Call Management:

Manage call queues to minimize wait times and provide timely responses.
Follow established call-handling procedures and scripts.

Team Collaboration:

Work closely with team members to ensure customer service standards are maintained.
Participate in team meetings, training sessions, and performance evaluations.

Skills & Qualifications:

Education: Minimum of a Bachelors degree.
Experience: At least 3 years experience in customer service or call centre environment is preferred but not required.
Communication: Excellent verbal and written communication skills.
Technical Skills: Intermediate Microsoft Office skills
Problem-Solving: Strong analytical skills.
Interpersonal Skills: Ability to remain calm and handle difficult customers with empathy and professionalism.
Time Management: Ability to prioritize tasks and manage time effectively.