Client Services Assistant (MOMBASA)

Location: Mombasa
Job Type: Full-time
Reports To: Senior Associate, Call Centre

Overview

Standard Investment Bank (SIB) is one of Kenya’s foremost financial services firm. We offer the market a single point of entry for Investment Banking, Investment Management, Securities Trading and Corporate Finance.

The Client Services Assistant provides administrative and operational support to the call centre team. This role focuses on helping the call centre run smoothly by assisting with documentation, reporting, and coordination tasks.

Key Responsibilities:

1. Administrative Support:

• Assist in the daily administrative tasks of the call centre.
• Maintain and update records, files, and databases.
• Handle paperwork related to customer interactions, reports, and performance tracking.

2. Data Management:

• Organize and ensure accuracy of customer data in the CRM system.
• Pull reports and provide data insights for the call centre management team.
• Track and monitor call performance metrics.

3. Scheduling & Coordination:

• Coordinate meetings and training sessions for the call centre team/distribution team.
• Communicate scheduling changes or updates to the team.

4. Customer Interaction:

• Handle customer inquiries via call/emails.
• Provide support to customers by escalating concerns or directing them to the right associate.

5. Compliance & Quality Assurance:

• Ensure compliance with company policies and procedures.
• Assist in quality checks of customer service calls and reporting issues or improvements to the supervisor.

Skills & Qualifications:

• Experience: Administrative or call centre experience preferred.
• Technical Skills: Proficient in MS Office, particularly Excel, and experience with CRM or call centre software.
• Communication: Strong verbal and written communication skills.
• Organizational Skills: Highly organized with attention to detail.
• Problem-Solving: Ability to address issues and propose solutions in a timely manner.
• Time Management: Efficient in handling multiple tasks and deadlines.