Client Services Associate (MOMBASA)

Closing on: Nov 10, 2024

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 Associate is responsible for handling inbound and outbound customer calls in a professional, efficient, and friendly manner. This role focuses on providing excellent customer service, resolving customer inquiries, and maintaining a positive relationship with clients and customers through effective communication.

Key Responsibilities:

1. 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.
2. 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.
3. Problem-Solving:
  • Assess customer needs and provide appropriate solutions.
  • Troubleshoot common customer issues with guidance from provided scripts and manuals.
4. Sales:
  • Promote and upsell products/services where applicable.
5. Call Management:
  • Manage call queues to minimize wait times and provide timely responses.
  • Follow established call-handling procedures and scripts.
6. 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.

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