Client Services Associate (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 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.